On-site IT Support Product Manager Prague, Praha

On-site IT Support Product Manager

We are on the lookout for a dynamic and visionary leader to spearhead our Onsite IT Support Product. This pivotal role is all about enhancing the user experience when interacting with our Onsite IT support technicians. Your mission will be to standardize the service quality, look, and feel across various regions and sites, implementing best practices in deskside support. Youll play a crucial role in aligning these services with our companys overall strategy and the specific goals of the GEUS department, focusing on user experience, efficiency, effective collaboration, and comprehensive contract management with our Deskside Support service providers globally.
Your impact will be measured by your ability to elevate the end-user experience, align resources effectively, foster consistent and positive behaviors, and achieve operational performance targets. This role demands a proactive approach to cross-border collaboration and a relentless drive to meet objectives swiftly. This leader must bring organizational skills to plan, manage, and continuously improve IT support.
Primary Activities / Responsibilities
- ** Enhancing User Experience through High-Quality Deskside Support**: Deliver cost-effective deskside support services while ensuring high-quality end-user computing equipment management. This includes laptops/desktops, mobile devices, networks, and telephony across all business divisions, focusing on user satisfaction and seamless end-of-life processing
- ** Supplier Relationship Management for Optimal Service Delivery**: Oversee supplier partnerships to ensure service delivery adheres to contracted terms, with a strong focus on standardization and user experience improvement
- ** ITSM Tool Support Focused on User Needs**: Provide support for Incident, Problem, and Knowledge Management within the Deskside Support teams, prioritizing user-centric solutions
- ** Collaboration for Enhanced Self-Service**: Work closely with the Other product managers in our Product line (Service Desk, Executive Support, Meeting Guidance and solutions, Knowledge management, and 3rd Level Operations) to implement shift left strategies, aiming to reduce costs and improve self-service for end-users
- ** Technical Strategies for User-Centric Efficiency**: Develop and implement technical strategies that enhance the efficiency and effectiveness of the end-user experience
- ** Partnership for Streamlined IT Service Delivery**: Work with divisional IT teams and business units to ensure IT services align with business requirements and are delivered efficiently
- ** Budget Management Focused on Efficient Services**: Manage and forecast budgets for Onsite IT Support Product expenses, prioritizing cost-effectiveness and service quality
- ** Leadership in IT Projects for Enhanced Services**: Engage in global and regional IT projects, ensuring maintenance, troubleshooting, and enhancements meet company standards and contribute to service improvement
- ** Project Leadership for Technology and Business Initiatives**: Lead in IT or business projects like PC lifecycle, mobile device upgrades, and site consolidations, focusing on streamlined processes and efficient outcomes
- ** Support in Mergers and Acquisitions for Seamless Integration**: Assist in mergers and acquisitions, focusing on equipment optimization and establishing effective IT services in new locations
- ** Upholding Standards and Best Practices**: Ensure adherence to standards, policies, and methodologies, maintaining best practices in business and computing to foster a cohesive environment
- ** Demonstrating Resourcefulness and Effective Task Management**: Show strong capability in regional and divisional leadership, with a focus on detail, prioritization, and execution in a high-pressure environment
- ** Product Management**: Maintain clear vision and roadmap for the On-Site support product. Create and execute yearly OKRs and manage Backlog
- ** Comprehensive Personnel Management**: Oversee all aspects of team management for direct reports, including recruitment, performance evaluation, career growth, coaching, training, and necessary termination procedures
- ** Fostering a Progressive Workplace Culture**: Cultivate an environment that encourages innovation, transformation, and experimentation, balanced with a commitment to delivering exceptional customer experiences and ongoing improvement
Overall Professional Competencies
- ** Business & Financial acumen**: Demonstrates working knowledge of company’s core business structure and how function contributes to and works within the organization
- ** Working across boundaries**: Demonstrates skill in developing and maintaining networks that span divisions and geographical boundaries
- ** Strategic thinking**: Demonstrates the ability to adapt current work processes to meet emerging needs and changes in job responsibilities. Demonstrates the ability to evaluate new ideas and proposed methods for practicality and ease of impleme

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