Information Technology Service Desk Manager
Current- Responsible for ensuring Clorox is provided exceptional value in how they access and experience technology. Specifically, overseeing the execution of an effective and efficient Global Clorox IT Service Desk, ensuring high levels of service and performance targets are maintained. - Responsible for all aspects of planning, developing, and maintaining of Clorox’s Global IT Service Desk functions. Includes the consolidation of multiple Clorox IT domestic and LATAM Service Desk teams responsible for all systems/applications, hardware, networking, telephony and secure-web portal issues across the country into a global service offering. - KPI metrics establishment, detailed process workflows, with the goal of reducing managed service provider transactional overhead and continuously improving service quality through ITIL best practices. - Responsible, through partnership with our managed service provide, to ensure all Service Desk agents are provided proper training (initial and ongoing) in the execution of all appropriate service management processes.- Owner of Incident and Major Incident Management processes
