NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today’s connected world. NortonLifeLock solutions are powered by one of the world’s largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We’re dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs.
Learn more at www.nortonlifelock.com
About the Role:
This role is part of NortonLifeLock Information Technology unit & is instrumental in providing leadership to the Global Service Desk and IT Operations team members. This role will coordinate with vendor and internal teams to ensure that service desk SLAs are met. End user satisfaction is key to overall employee satisfaction, Service Desk Manager monitors CSAT/NPS metrics and take action to improve the same. She is also single point of contact for all the end user support related escalations.
Responsibilities:
IT Operations:
Provide leadership to the Global Service Desk and IT Operations team members.
Work with outsourced partner to implement appropriate technology and other resources to maximize service desk effectiveness.
Ensure metrics is maintained on tickets, incidents, and Service Desk statistics.
Develop and operationalize formal processes and procedures for consistency and productivity.
Workload & trending analysis to eliminate inefficiencies, reduce overall ticket count and execution times through automation and process improvement.
Leverage available technology to drive increased service availability and provide optimal response to issues and requests reported by users
IT Communication
Create and deploy content for high-profile IT programs, including corporate communications, employee experience, employee engagement, and whatever else you can dream up that drives engagement and focus around NLOK IT business goals.
Develop compelling communications with excellence, including emails, video scripts, and other materials in partnership with other functional teams with whom you’ll work closely.
Help build the content strategy and execution for the NLOK IT intranet partnering
Engage with interns in order maximize communication effectiveness (Interns & New College Graduates)
New Hire Orientation for Information Technology function
Qualifications:
7 – 8 yrs of total experience is preferred.
MCA/MBA or related field or equivalent experience
Exposure to ITSM tools such as ServiceNow, BMC Remedy
Deep understanding of ITIL frameworks
ITIL Foundation certification preferred.
NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.
EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.
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