At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.
Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us.
ABOUT THE JOB:
This role will be responsible for overseeing and improving service desk services, providing service desk supervision, project management, desktop/mobility, and troubleshooting support. They will understand the latest technologies and trends in support services and will be able to provide guidance to our IT staff.
WHAT YOU'LL BE DOING:
- Leads the corporate IT service desk team including remote team members in providing support for end-user devices including desktop computers, laptops, and mobile/wireless devices in a networked environment.
- Defines and serves as initial point of contact for service delivery issues and end-user support escalations.
- Helps develop processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations.
- Conducts root cause analysis to identify systemic issues and to prevent future incidents.
- Establishes parameters for and monitors work quality and performance metrics for the service desk team.
- Helps to build and manage partnerships and customer relationships.
- Coordinates with IT staff to plan operational and project work. Coordinates and collaborates with team members and customers to understand, propose, and continuously implement service improvements. Helps oversee and coordinates project implementations such as upgrades and equipment installations and prioritizes and manages the execution of resources to the project.
- Responsible for interfacing with IT leadership and management especially in the case of incident management.
- Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software and technical services.
- Stays current with advances in relevant technologies.
EDUCATION AND QUALIFICATIONS:
Required Education and Experience:
- Associate's degree in Computer Science, Information Technology, a related field or equivalent combination of education and experience required
- Minimum five years' experience in technical support leadership or supervisor role
- 5+ years' experience in customer facing support role, ideally supporting a SaaS application in the IT services and support application space
- ITIL CompTIA A+ or other related IT certifications preferred
Required Skills and Abilities:
- Understanding of IT Services Management (ITSM) principles and ITIL framework
- Knowledge of ServiceNow platform functionality and reporting
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and team members at all levels of the organization
- Ability to work in fast-paced and dynamic environment and manage multiple priorities
- Analytical mindset with the capability to gather and interpret business requirements and translate them into technical solutions
- Experience in documenting processes and technical specifications
- Experience leading metrics-based performance initiatives and continual service improvement processes
Physical Requirements
- Ability to walk, stand, kneel, crawl during day along with ability to lift, push and carry up to 25 pounds
Work Environment:
Supervison:
- Supervise help desk staff up to 13 people
Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere.
WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be.