Wiley

Job Title: Manager, End User Services

Location: Colombo, Sri Lanka

Our mission is to unlock human potential. We welcome you for who you are, and the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:

Manager End User Services is an expert to help drive the best value from the ITSM Ticket Data at our disposal. Working with and relying on the information from the Service QA specialist and ITSM Analyst, the Manger will work with multiple sources such as our ITSM leaders, Incident, Request, Problem, Knowledge, Configuration, Demand, Monitoring, and Event Management tools and groups to assist the Service Operations Manager to develop business ready dashboards and reporting to drive value-based decisions. Drive shift left & First Contact Resolution (FCR) analysis and execution with L2/L3 teams. Accountable for the success of all End User Services operations. Performs End User Services functions for complex or long running calls that require an agent with more experience. Is responsible for monitoring and appraising the work done by the team and providing guidance for them to improve individually while contributing to the organizational goals. 

How you will make an impact:

• Manage & oversee operations of a 24 x 7 End User Services team and a local IT Support team 
• Managing day to day operations, including escalations and ITSM disciplines. 
• Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of our End User Computing capabilities.
• Develop, maintain, publish, and monitor up-to-date operational documents, standards, and guidelines, and oversee training and dissemination of operations policies and practices.
• Ensure timely and efficient resolution of IT issues and requests by implementing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).
• Strategize & develop goals and the roadmap of the End User Services team.
• Stay up-to-date and understand current industry best practices, follow developing trends in end user support, and work with leadership to determine and implement relevant tools and methodologies.
• Set goals and objectives for the team after taking the overall company and business goals in to consideration. 
• Be aware of changes in the business, including new technology, products, and services to ensure that team members are properly trained to respond to employee inquiries.
• Monitor performance of the team and ensure service continuity 
• Perform timely Demand & Capacity analysis to understand the workload, staffing requirements for rosters, and to maintain a high quality of service through employee satisfaction.
• Continual Service improvements & automations
• Identify, plan, and implement Continual Service Improvements & automations to reduce cost and increase efficiency of the service provided by the end-user services team.

What we look for:

• College degree in Technology or related field or relevant work experience.
• ITIL Foundation Certification.
• 10+ years in a related technology position (Service Desk Agent, NOC Agent)
• 3+ years in a direct technology position (Service Desk Lead or Manager, Help Desk Manager or Lead).
• Experience working, dashboarding and reporting in ServiceNow
• Exceptional analytical & organizational skills
• Excellent Communications Skills (written and spoken)
• Understanding of ITSM processes and their relationships
• Analyse and report on performance of Service Desk activities and documented resolutions
• Identify problem areas, and devise and deliver solutions to enhance quality of service
• Develop procedures that support Wiley policies and outline how problems are identified, documented, assigned and mitigated
• Monitor ticket trends and anticipate potential problems for proactive resolution
• Exceptional attention to detail
• Strong Customer Service and User Experience mindset
• Excellent collaboration skills
• Ability to work in a team setting as well as independently.
• Ability to work with remote colleagues in different time zones
• Ability to work in a dynamic environment
• Knowledge of ITIL
• ITSM ticketing/management systems (like ServiceNow, Jira Service Management) 
• Experience with generating visual representations of data
• Familiarity with collaboration tools (such as Skype for Business, Microsoft Teams, Microsoft Sharepoint)
• Reporting tools (such as ServiceNow, Cognos, Excel)
• Self-motivated; Ability to embrace change & adjust approach
• Ability to lead colleagues in day-to-day operations.
• Ability to mediate conflicts to conclusion.
• Ability to Proficiently communicate team performance and data insights to the senior management
• Fluency in English language

Desirable:

• Bachelor’s degree in technology or customer service.
• Other Technical Certifications
• 3+ years working in an ITIL environment.
• Able to learn new process/models easily
• Sound technical knowledge on desktop/office systems support such as:
• PC Support [troubleshooting of workstation issues & software: includes MAC and Windows operating systems, MS Outlook, O365] 
• Working network technology knowledge (WAN, LAN, VPN, TCP/IP, diagnostic tools & techniques)
• Direct experience with management of Service Desk (or related) groups.

About Wiley:

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help, they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

Please attach your CV in order to be considered for this position.

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