Job Description

Title: Head of Service Desk

Location: Remote
Category: Product Support

JobType: 1st Shift



This opportunity is part of the CTO Infrastructure Services Organization, where our mission is to delivery modern and highly impactful technology that enables the way Citizens Colleagues work and support our customers. We provide best-in-class foundational technology products and services including Networking, Core Infrastructure, Cloud, End User Services, and IT Service Management.

Reporting to the head of End User Services, the Head of Service Desk will be instrumental in bringing innovative ideas to fruition. The Service Desk serves as the face of IT related to addressing the technology needs of our workforce, and offers support through a variety of channels including self-service and voice. You will initiate, drive, and manage initiatives that result in ever-improving Colleague Experiences.

The Head of Service Desk will be responsible for:

  • Leading a globally distributed team of employees and contractors that will provide technical support to all Citizens Colleagues.
  • Manage daily Help Desk operations including governance of outsourced vendor providing Tier I support. Responsible for guidance, assistance, coordination and follow-up on client inquiries, escalations, problem reports and the identification and resolution of reported problems
  • Propose, develop, and track service definitions, service metrics, key performance indicators, and colleague experience
  • Leverage user centered techniques to drive transformational and operational improvements to the service, including initiating and driving projects
  • Managing strategic vendor relationships including delivery metrics and cost management
  • Manage the processing of incoming requests to the service desk to ensure courteous, timely, and effective resolution of end-user issues.
  • Collaborate with the Service Management Office to drive enhancements to the ServiceNow platform and processes
  • Interfacing with peer technology teams to identify key enhancements to the technical environment, as further ways to reduce call drivers

Required Qualifications

  • 8+ years of experience working in enterprise technical service delivery
  • Strong customer service mindset and commitment to the colleague experience
  • Demonstrated leadership skills and strategic mindset required to manage transformation
  • Experience setting and managing operational KPI s / Metrics

Desired Qualifications

  • Experience in the financial services or similar regulated industry
  • CX/UX/UI experience, including relevant content management / knowledge management
  • Experience with Chat assistance channels
  • ITIL or other technical certifications

Education and Certifications

  • Required: Bachelor’s degree in Software Engineering, Computer Science or related discipline