Project Manager
Business Segment
Corporate Initiatives Group
About Us
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Role Summary/Purpose
OneGE Help Desk is a corporate wide initiative to develop common processes, tools, and metrics associated with managing a world-class help desk. This role will manage helpdesk operational activity and process excellence initiatives for GE's global internal employee helpdesk, and will be focused on managing on-going operations and process improvement initiatives while driving increases in user satisfactions with our services including the specific areas of responsibility.
Essential Responsibilities
Accountable for Helpdesk operational excellence including leading operational vendor reviews associated with Client Service performance, service agreements, and SLA compliance as well as customer business operational reviews on Client Service performance, trends, and escalations
Handle customer based escalations on helpdesk operations
Manage a global team of offshore contract resources to run helpdesk operations for Client Services.
Champion quality methodologies and rigor throughout Helpdesk Operation Excellence team initiatives
Identify opportunities and lead projects to improve internal processes and customer service performance driving increases in customer satisfaction with appropriate strategic metrics with the focus on continuously improving service
Responsible for analyzing operation metrics across various ticketing systems for improving incident / knowledge processes with vendors, L1/L2 Client Service teams as well as business application teams
Forecast future trends with the intent to reduce incidents with proactive process improvements and reactive knowledge based reviews
Prepare and present scheduled Client Service L1 – L2 Dashboards/Metrics for internal and Business Leadership Operations
Review with rigorous follow-up for identified issues, evaluating root causes and proposed action plans to improve performance
Qualifications/Requirements
Basic Qualifications:
Bachelor's Degree in Information Management, Information Technology, or Business
Minimum 4 years of experience in help desk or an incident operations function
Eligibility Requirements:
Flexibility to travel as required
Desired Characteristics
Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and/or industry activities
Demonstrated customer focus and passion to improve customer service – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
Advanced analytic and problem solving skills with comparative analysis
Communicates in a clear and succinct manner and effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
Change oriented – actively generates process improvements; supports and drives change, and confronts difficult circumstances in creative ways
Strong project Management skills with the ability to manage multiple projects simultaneously across technology and business functions with global diverse matrix teams
Strong resource management skills with proven global experience in managing resources in geographically dispersed teams
Working knowledge of operational incident, knowledge and problem management processes
Knowledge of data reporting tools such as data warehouse or business intelligence platforms as well as strong MS Excel reporting based skills
Ability to build/lead cross-functional team, engaging and influencing individuals at multiple levels within and external to the organization; collaborates well with others to solve problems and actively incorporates input from various sources
Excellent interpersonal, communication, presentation and facilitation skills
Six Sigma Green Belt certification and/or experience in Lean Six Sigma, and process improvement
HDI or ITIL Certification and Experience within Incident Process
Project Management Experience with focused on delivering on-time with quality
