Job Requisition ID #25WD87680Position OverviewWe are seeking an IT Operations Leader with experience leading global teams overseeing our Service Desk function and managing our End User technologies across our global footprint.The successful candidate will be responsible for transforming the support experience for the Autodesk workforce in addition to managing the daily operations across the Service Desk and Site Operations teams. The role is responsible for ultimately removing friction for our end users and if needed delivering high-quality technical support and maintaining high levels of customer satisfaction.In addition, this team will be responsible for increasing the engineering capacity for the end user services teams upstream through shifting work left in the areas of Conferencing, Collaboration, Desktop, and Network technologies.ResponsibilitiesService ManagementUnderstand customers' needs as well as meeting customers' expectationsDevelop and implement IT policies, procedures, and best practices to enhance service deliveryOversee the day-to-day operations of the service desk and site technology, ensuring timely and effective resolution of service requests and incidentsEnsure compliance with ITIL and other relevant frameworksIdentify and implement process improvements and efficiencies. Elimination of unnecessary work, automating manual processes, and shifting work left to self-service modalitiesHandle escalated issues and complaints, ensuring they are resolved promptly and satisfactorilyCoordinate with other IT departments and key stakeholders to ensure seamless integration of IT services and solutionsMonitor and manage the performance of IT systems and infrastructure at the siteEnsure compliance with security protocols and company policiesMaintain accurate records of incidents, service requests, and solutions in the ticketing systemAnalyze service desk data to identify trends and areas for improvementPrepare and present regular reports on service desk performance and trends to senior managementStay up-to-date with the latest industry trends and technologies to continuously improve service desk operationsTeam ManagementManage and lead the Service Desk function and Site Support teams, including hiring, training, and performance managementOversee the delivery of Service Desk personnel and on-site technical support staff to ensure timely and effective resolution of hardware and software issuesLead and manage a team of IT support specialists ensuring SLAs are metProvide guidance, coaching, and mentorship to team membersSet performance objectives and conduct regular performance evaluationsManaging third party services providers and Managed Service relationshipsProject ManagementPlan, oversee and resource projects. Coordinate with other teams, users and the business to ensure successful outcomesOnboarding of new workers through Merger and Acquisition activitiesMinimum QualificationsBachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experienceManaging/leading 50+ global team members10+ years of experience with 4+ years leading teams with diverse scopeProven experience in a site support or IT management roleStrong knowledge of Windows and Mac operating systems, as well as common software applications (e.g., Microsoft Office, MS O365, MS Teams, Zoom, Slack)In-depth understanding of networking principles and protocolsExcellent problem-solving and troubleshooting skillsStrong leadership and team management skillsExceptional verbal and written communication skillsAbility to work independently and manage multiple projects simultaneouslyCustomer-oriented with a focus on delivering high-quality serviceRelevant certifications (e.g., CompTIA A+, Network+, ITIL, PMP) are a plusExperience managing 3rd party resources in a Managed Services contractual arrangementLearn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers. When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $170,700 and $276,100. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment Opportunity At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).
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