Position Description : The position is responsible for ensuring the quality and customer satisfaction of IT End User services.
S / he will manage subordinate leads and technicians to coordinate the activities of the groups, to ensure service levels are continuously improved and customer service is outstanding.
S / he will work as a member of the larger IT Management team to deliver a coordinated service offering to the stakeholders of BMC.
This position reports to the Director of Support Services. Primary Roles and Responsibilitie s :
service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change oImproves customer service quality results by studying, evaluating, and re-
designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes oHandle complex and escalated customer service issues
and software assets, including : oPhysical movement of assetsoChanges in custody (i.e. new or departing employees)oRetirement, trade in or other dispositionoPeriodically perform physical inventories to verify location and existence of assetsoReporting inventory shrink, disposition and other inventory transactions to corporate accountingoEstablishing, maintaining and enforcing policies and procedures designed to ensure compliance with vendor software licensing requirements Qualifications : oProcess certifications : ITILoFluency in Communication and Situation Handling.
oSound technical knowledge in areas of latest Audio Video Equipments.oSound technical knowledge in areas of Imaging and Patching for Desktops and laptops.
oSOX compliance knowledge*LI-BL1 It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.