Align

Description

Join a team that is changing millions of lives.

Transforming smiles. Transforming lives. Transforming an industry.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

Ready to join us? 

About this opportunity

The Service Desk Lead role is responsible for managing the operation of the Service Desk in our new EMEA HQ in Switzerland. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The Service Desk lead will drive a culture of continual process improvement within the Swiss Service Desk and the wider EMEA Service Desk and EMEA IT Team.

In this role, you will…

• Collaborate with IT staff and business folks to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Work with executive team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues and areas for development & improvement.
• Plans, prioritizes and directs work of subordinates based on general policies and management guidance. Guides subordinates to the timely solution of several related tasks and problems.
• Contribute to Service Improvement.

Operational Management

• Responsible for monitoring the daily operations of units or sub-units
• Regularly reports on units’ attainment of schedules and objectives.
• Responsible for efficient troubleshooting and resolution of issues related to systems and services provided by IT Infrastructure Services and Apps team through effective, communication and collaboration with other team members and 3-d level support, including vendors/suppliers and service providers.
• Develop and implement ticket handling and escalation policies and procedures
• Develop and implement team and inter-team workflow processes
• Regularly reports on units’ attainment of schedules and objectives.
• Establishes practices which ensure there are no delays in schedules
• Solve complex IT issues at end-user level. Perform independent research for complex IT questions using available information resources and the internet.
• Respond to assigned tickets and request within business defined service level agreements. Logging of problems and resolutions using Service Now.
• Manage the Anti-virus Trend Micro server for clients and servers.
• Test, analyze, and recommend new standards for laptop and desktop, communicate with vendors.
• Create technical documentation to strengthen service desk support capabilities. Follow the standard procedures.
• Manage AD computers and users accounts.
• Manage Office 365 accounts.
• Configure and manage corporate end-user hardware and software.
• Provide support for remote users.

In this role, you’ll need …

Education and/or Experience

• Bachelor’s degree in Computer Science, Information Technology or equivalent
• 7+ years software/hardware help desk and/or front line customer service experience

Required Technical skills

• Good background in Microsoft Windows 7/10, Microsoft Office 2013/2016 and Windows Server 2008/2012r2
• Exceptional communication skills: ability to explain technical issues in a non-technical fashion
• Deep understanding of ITIL
• Experienced with TCP/IP, networking, VPN troubleshooting
• Solid understanding of iOS/Android (email service, security, apps)
• It is a plus to know Macintosh technologies
• Support and configuration of Wireless connections

The following technical skills are a plus

• Microsoft certifications (MCSA/MCSE)
• Information Security experience (Encryption, SCEP/NDES, Conditional Access)
• ITIL certificates

Non-technical requirements

• Communication - excellent level of English speaking, writing and reading. Other European languages are a plus (e.g. Italian, French or Spanish)
• Ability to work with distributed teams across different time zones
• Excellent organizational skills and documentation skills
• Ability to understand customers and their requirements and communicate them accordingly to non-technical personnel
• Ability to take ownership of a problems/issues and manage until it's resolved.
• Execute to goals and objectives; make and keep commitments
• Experience in a team environment
• Ability to travel internationally

Physical Demands & Work environment

• Extensive computer keyboarding and mousing. The employee is occasionally required to stand, walk, and reach with hands and arms, and may be required to lift up to 50 lbs.

Work schedule / hours

• Monday – Friday from 9:00 to 18:00
• 24x7 on call (if needed)
• Overtime might be required

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/