Manager

• Lead, mentor, and manage the service desk team to meet or exceed service level agreements (SLAs)
• Oversee the intake, triage, and resolution of first-level business requests and operational tickets
• Monitor service desk performance metrics and drive improvements in efficiency and customer satisfaction
• Develop and implement service desk policies, procedures, and best practices
• Collaborate with business and IT/operations teams to ensure seamless support and communication
• Manage escalations and provide guidance for complex or critical issues
• Prepare regular reports on service desk activities, trends, and outcomes for management review
• Support training and development for service desk staff
• Manage the P&C Business Support Team, which provides support for multiple pricing and contracting solutions
• Develop and maintain relationships across various solution platforms
• Create, refine, and document business processes
• Educate users and deliver effective communication regarding system changes
• Provide comprehensive support to all business users of the applications
• Possess deep understanding of technical application design, system landscape, architecture, and system interfaces
• Proactively monitor key processes, interfaces, data synchronization, and oversee application upgrades
• Collaborate directly with business analysts on system enhancements, issue resolution, and prioritization
• Engage with end users to ensure robust support, driving utilization and adoption across multiple solutions
• Serve as a leader within the Global Pricing and Contracting IT team to ensure a comprehensive support structure is in place.

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