Desktop Services Director Job in Dallas 75201, Texas US

Desktop Services Director

Xerox Corporation is a $22 billion leading global enterprise for business process and document management.  Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

 

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

 

May perform one or more of the following:

 

OVERVIEW
The Global End User Computing Lead role applies a broad and in-depth working knowledge of information technology products and services and assists staff in the application of technical concepts, practices and procedures in the area of End User Computing Services and Asset Management. The incumbent will have experience leading large scale infrastructure and operations teams in a Fortune 500 environment. The candidate will have a strong background in technology and operations experience, which should include leading a global team of employees in a complex global environment. This person would also have experience working with 3rd party suppliers on a global level to assist in delivering services to the customer. This individual will also need to ensure services are being delivered globally in a profitable, consistent, and seamless manner, so the client satisfaction is achieved, and Service Levels are maintained.
 REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Global management position providing leadership and oversight managing client environment with over 600 locations in 70 countries. 
2. Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.
3. Briefs customers and management on the status of current resolution efforts and attends meetings as required.
4. Establish the End User Computing successful track record in achieving client SLAs, while leading the team through transition and transformation.
5. Oversight and management relationship of 3rd party providers delivering service to the customer on global scale.
6. Serve as key participant in client relationship activities at executive levels, and spokesperson for End User Computing.
7. Serves as a mentor to 4 regional directors providing guidance, direction, and assistance in the development of their skills and success.
8. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives.
9. Participates with client on development of methods, techniques, and evaluation criteria for projects, programs, and resources.
10.Ability to travel globally as required visiting the client locations.
11.Ensure all contractual obligations are delivered on time and to the client’s expectations.
12.Prepare and present key performance indicator presentations/reports to the client on monthly and quarterly basis to show trends, issues, and improvements for service delivery against SLAs.
 
Education / Years of Experience / Skills:      
   Bachelor degree or equivalent experience.
   MCSE / ITIL certification or equivalent a plus
   10-15 years related desktop leadership experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices in a global footprint.
   Background leading 300 – 500 person global teams and introducing operational and technology changes resulting in improved delivery, and increased customer satisfaction.
   Experience engaging and presenting in front of “C” level management.
   Experience working in a complex global environment with and understanding of how to navigate the landscape.
   Strong written and communication skills with the ability to confidently express views and information at the highest levels.
   A quick study and self-starter focused on continuous improvement.
   Past experience working for an IT Outsourcing company.
   Tech savvy individual who stays up to date on the latest technology in the industry to help educate the customer.
 
Technical Expertise
   Strong understanding of enterprise leading Microsoft and Apple class software (Operating Systems, Desktop Applications, End Point Management, etc.)
   Strong understanding of industry leading smartphone and blackberry technology
   Strong Knowledge of ITIL V2 V3 best practices.

 

All other duties as assigned.

 

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance.  People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com .

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