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Head of Service Desks

Publish Date: Jul 6, 2021

Location: Irving, TX, US

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

 

 

 

 

 

Position:

 

 

Head of Service Desk

 

 

Location:

 

 

US Wide

 

 

Job Description:

 

 

Head of Service Desk: The Scope of EY is 300K global users in 158 countries with 15 languages, and with some of our most exciting Automation targets yet, we are sure that this will need some of our most experienced people for us to be successful.

 

 

Responsibilities:

 

 

  • Responsible for day to day operations for service delivery in a Multi-Language Service Desk including Onshore & Offshore Service Desks

 

                          a. Quality of Delivery

                          b. SLA Attainment

                          c. Customer Happiness

                          d. Employee Happiness

                          e. Maintains excellent levels of quality and delivery currently being achieved

  • Workforce Management
  • Accountable for Cost to Budget Attainment, including attainment of regular efficiency improvements
  • Define and implement best practices, design and drive medium term vision
  • Increase our offshore capabilities and opportunities, and serve as conduit into global delivery locations
  • Implement new technologies and new solutions, from idea generation to production
  • Embrace and utilize tool sets defined by global architecture and customer requirements
  • Ability to participate in a multi-cultural, diverse team environment in a key contributor role
  • Ability to adapt global initiatives taking into consideration all aspects of the environment and local delivery needs
  • Ability to travel as the need arises to customer sites
  • Representing Atos in New Sales Opportunities
  • Ability to partner with account executive and service delivery managers to meet tower and company objectives
  • Customer facing role
  • Engage in current proof of concept activities to expand into new service offerings and assist developing future new growth and expansion opportunities Job Requirements
  • Must have demonstrable skills in operations, oral and written communication and have strong presence in front of executive level audiences

 

 

Requirements:

 

 

  • Required English (written and spoken) proficiency, additional languages will be considered a plus
  • 10 years’ experience in operations and management
  • Must possess ability to lead multifaceted organization, spread across multiple geographies
  • Responsible for executing and owning customer/internal initiatives
  • Ability to lead optimally in a matrixed environment
  • Knowledgeable in On-Site and Workplaces Services Operations.

 

 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.


Nearest Major Market: Irving
Nearest Secondary Market: Dallas