Job Description

Role Overview

Sodexo is seeking a Service Desk Director to support the technologies our food and beverage operators and customers use

Remote role with the preferred candidate residing in the Eastern or Central Time Zones

Responsible for leading and managing all aspects of Sodexo’s Everyday IT Service Desk operations which are delivered through an outsourced provider and a dedicated Subject Matter Expert technical support team. Oversees the day-to-day operations ensuring the timely delivery of services to site operations and end users. This role ensures that the service desk delivers high-quality, efficient, and customer focused support that aligns with the organization’s business objectives. The Director will establish and maintain a strong partnership with the outsourced vendor, monitor adherence to Service Level Agreements and implement corrective action plans.

What You'll Do

• Manage technical teams providing support to site operations and proactively provide support with speed, clarity and convenience
• Manage and be the primary point of contact for 3rd Party service provider and related escalations
• Serve as a point of escalation for sophisticated or high priority issues, working closely with support teams to drive resolution
• Analyze support ticket data to identify root causes while partnering with other IS&T teams and 3rd party providers for end to end ticket resolutions
• Coordinate cross-functional teams to address incidents promptly and minimize the impact to site operations
• Identify, own and report on critical metrics needed to monitor and supervise the Everyday Service Desk team to ensure success, and improvement over time tied to key strategies implemented
• Identify and drive initiatives to improve support processes, tools and systems
• Establish and implement best practices, standard operating procedures to streamline support and impact to site operations
• Define opportunities for individual and team growth through upskilling, mentor team members to enhance potential and performance
• Summarize and effectively communicate updates to technical incidents, the impact and next steps for executive awareness
• Highlight opportunities for enhancement and improvement of current processes
• Relationship management with Business and/or IS&T teams

What We Offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

What You Bring

• Five- seven years of operational leadership of a technical support team preferably supporting the technologies in the food and beverage industry like POS systems, kiosks and customer ordering apps.
• Demonstrated experience in leading root cause analysis and planning
• Demonstrated experience establishing new service desks and improving existing ones
• Advanced technical skills in networking and Android OS
• Experience with continuous process improvement and shift-left activities
• Project management experience
• Resource Management (Planning, allocation) experience
• Strong relationship management skills, stakeholder management and problem solving
• Experience leading teams and/or projects effectively and conveying complex information in a simple and straightforward way.
• Financial management, SLA management and corrective action plan implementation experience
• BS in Computer Science or CIS, or equivalent experience
• Five years of experience in managing Operations, Service Desks and Technical Support teams
• Experience in Process development and process improvement methods
• Proven ability to prioritize and effectively manage multiple projects, tasks, and deliverables in a fast-paced environment

Who We Are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form .

Qualifications & Requirements

Minimum Education Requirement - Bachelor’s Degree or equivalent experience
Minimum Management Experience – 5 years
Minimum Functional Experience – 5 years

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