Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing…
Supporting and mentoring on how to help develop and nurture both experienced and other members of the end user support team.
Collaborating with stakeholders and partners for process optimization to deliver on optimal employee experience.
Partnering with IT product and platform teams to bring in high levels of automation and self-service as part of service desk transformation.
Adapting industry leading practices in service management and infrastructure enablement to improve cost of operations and operate with high service levels and customer satisfaction scores.
Coordinating with engineering CITRIX, NW teams to drive resolution to issues.
Managing stakeholders, User experience focus, vendor management.
Analysing employee journey and take transformative actions.
Incorporating performance driven culture in the team.
Providing ongoing performance feedback, coaching, training and development.
Taking appropriate performance improvement action or administering appropriate discipline when employees do not meet performance standards or expectations.
Handling end user expectations by setting the right goals and ensuring best in class customer/employee experience through floor walks, focus groups, and take data driven actions and handle escalations.
Bringing agility in the team by adopting agile methodology.
Weekly/Daily reviews with team members and Support functions by providing guidance and monitor their job responsibilities.
Eying on using new technologies to reduce tickets, simplifying the process through automation.
Working well with domestic stakeholders and leaders.
Presenting in leadership forums.
Conducting user and employee focus groups.
Where you’ll be working…
In this hybrid role, you’ll have a defined work location that includes work from home and assigned office days set by your manager.
What we’re looking for…
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Experience in Human-centered design ( design thinking) methodology to probe, assess and evaluate behaviors of targeted groups of people and then translating that knowledge into meaningful information and system designs to inform and improve programs.
Experience in design thinking principles to provide solutions to digital experience needs of an employee and reduce the ticket volume to the digital workplace teams.
Experience in infrastructure & process automation.
Certified Six Sigma.
Certified ITIL v3 and above.
Leadership experience and technical knowledge in desktop hardware, software applications, operating systems and L1 network connectivity troubleshooting.
Experience in operational data analysis to identify improvement areas by processes, data driven decision making and automation. You should be an engineering-centric leader.
Knowledge in Desktop packaging & distribution, CITRIX VDI & networking.
Fluency in English.
Even better if you have one or more of the following:
Experience in Managing an at least ten member team.
Five or more years of experience managing people & service desk operations.
Knowledge/Certification/degree/diploma in data analytics.
Strong communicator with presentation, Interpersonal and Problem solving skills.
Experience in Root Cause analysis & identifying/strategizing large scale automation.
Experience leading a technical team.
Experience in Mobile Device Management.
Hands on in areas of desktop administration & support.
Certifications like CCNA.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
Diversity & Inclusion
We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
COVID-19 Vaccination Requirement
Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.
BD Electronics Ltd. Is an international distributor of electronic components, based in Malta. We provide obsolete technology products globally to...
Apply For This JobJob Summary We are looking for a Smart, Presentable & well-mannered candidate as Project Coordinator for our Software Projects and...
Apply For This JobTechnical Support Engineer At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support...
Apply For This JobPrimary Objectives and Responsibilities · Building and integrating information systems to meet the needs · Designing, modifying, and testing technical...
Apply For This JobAbout Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience...
Apply For This JobKnowledge for the world of tomorrow. We develop networks that supply our cities with light and heat intelligently and we...
Apply For This Job