Labcorp Enterprise Director, Desktop Support in Burlington, North Carolina
The Enterprise Director, Desktop Support oversees several global desktop teams. The primary objectives for this Enterprise role are to build the global desktop strategy, create standardization across hardware, support tools, process and maintenance across all Labcorp Holdings locations. This leader will drive continuous improvements across the desktop teams to strengthen our position in delivering exceptional end user experience. Team members are distributed globally, this leader should possess the ability to travel to various global locations as well as manage, coach and mentor geographically dispersed teams working in 24x 7 support hours. The team is standardized around the ITIL process framework to improve availability from both proactive and reactive standpoints. The position reports directly to the Vice President, End User Computing.
Owns all operational aspects of delivery and support services for Enterprise Client Computing.
Partner with internal and vendor teams to deliver consistent services/applications to Global LabCorp Holdings end-user community, and develop plans to improve services in the future.
Oversee the delivery of vendor provided services
Compile, review and analyze customer satisfaction data to implement or change existing processes/procedures, service levels.
Meet with Business Unit IT Leaders and their business partners to understand and address customer satisfaction status and opportunities
Maintain working knowledge of industry and trends. Use this information to build the enterprise desktop support strategy and drive continuous improvement to service and efficiency.
Own desktop and laptop security requirements to keep systems up to date and meet the office of security standards.
Develops and own annual computer refresh program and associated forecast and budgeting process.
Define new standard desktop/laptop/mobile models to meet the business need.
Own and manage to the ECC annual budget.
Bachelor's degree in Computer Science, Engineering, Business, or MIS is required. * Very strong leadership competencies are required at a "manager of managers" level, with minimum of 10+ years of management/leadership experience in a global environment.
This is a role that will require a high degree of vision and change agent skills to lead the organization to operate under a new service oriented model.
Must be a Subject Matter Expert regarding management of IT Desktops and support and the relevant processes and tools
Skills/background: ITIL certification or in-depth working experience with ITIL framework. A qualified candidate will possess the following skills / background:
Ability to lead a staff of approximately 100 employees, in-house, offshore and vendor supplied.
A recognized leader and role model/mentor in desktop services and planning, staff management and technology strategy
A service oriented mindset
A leader that has lead their team through frequent acquisitions, integration, movement into standard managed environment.
Strong organizational experience, including people and process components
Vendor Management * Running multiple projects and performing well under pressure
Ability to drive initiatives, ensuring their respective commitments are met
People management: Will assign and review tasks, provide appropriate mentoring, manage performance feedback, training and professional development opportunities to help individuals to reach their full potential. Will monitor the performance of employees to ensure the implementation of application deliverables and resulting client satisfaction
Experience: Minimum Requirements:
10 years minimum experience as a leader in desktop support role(s)
Substantial operational experience is required.
Health service/lab systems background a plus.
Strong leadership and change agent skills
Travel may increase if COVID restrictions are lifted. Work Schedule is M-F 8am - 5pm
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.