Gio End User Support Lead

**How will you CONTRIBUTE and GROW?**:
Job Summary

The Global Infrastructure & Operation Department (GIO) was created to enable high speed execution of the Group’s IT transformation projects and to run global services. It delivers infrastructure services to our BIS (Business Information System) customers world wide.

The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services to its customers across the Americas (through the 3 Clusters : North America, Latin America, Airgas) and their respective entities, encompassing more than 25,000 resources.

The GIO End User Support Lead will be accountable for the execution of services delivered by the Americas Air Liquide IT Service Desk and will be the relay of GIO EUS Global Operations manager for the GIO EUS GOPS solution experts located in the Americas. The geographical focus of this role will be the Americas.

He/she will oversee the Service Desk deliverables including efforts to shift work to the Service desk and automation opportunities. He/She will engage to ensure delivery and to monitor the adoption of automation services, which include tools, knowledge and self help.

The GIO End User Support Lead will lead an outsourced service of about 25 persons and the local Brazil service desk (around 5 persons).

This position will directly report to the GIO EUS Global Operations Manager and have a dotted line into the GIO EUS Hub America Director. He/She will be in direct contact with GIO Hub Americas director and GIO EUS End User Support Manager.

He/she will participate in the creation of the GIO EUS End User Support strategy aimed at optimizing end-user support while delivering quick and quality support to end-users. He/she will participate in the creation/implementation of the three to five-year End User Support roadmap that clearly details how the End User Support strategy will be achieved over that time period.
**Responsibilities & Missions**

**Primary scope **:America's Service Desk**

**Delivery**
- **Manage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day-to-day execution in accordance with GIO EUS commitments.**
- **Organize and run meetings associated with the Global Governance for End User Support.**
- **Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.**
- **Lead the delivery service to motivate contractors and influence them to take positive actions and accountability for their assigned work with a partnership mindset.**
- **Participate in performing operational management of multiple geographically diverse Service Desk locations that operate on a 24/7 basis with other zonal End-User support leads (EU, AMEI & APAC)**
- **Handle and manage all escalations with appropriate communication, functional and hierarchical escalation and follow through to conclusion.**
- **Contribute to and implement best practices and tools for End User Support.**
- **Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.**

**Reporting & Service Performance Analysis**
- **Determine the frequency and content of metric reporting required to enable the delivery of superior service delivery performance related to End User Support, including operational dashboards and continuous improvement cycles.**
- **Perform daily/weekly/monthly/annual assessment of end-user support services vendor performance against responsibilities outlined in contractual agreements; while offering creative solutions to address any failures or changes in business priorities and driving corrective actions to adjust performance or measures.**
- **Manage, report, and drive financial performance (relative to budget) as it relates to Service Desk operations.**
- **Provide operational support and direction for all audits in support of Air Liquide compliance and regulatory needs.**
- **Produce reporting, metrics, and measurements to evaluate performance, and compliance from a Global, Hub, and Entity level
**Partnership & continual improvement**
- **Create an operational culture that drives customer service and innovation, leveraging best practices to improve financial and service delivery performance.**
- **Improve performance and efficiency in the Key Performance Indicators of First Call Resolution, Speed to Answer, Customer Satisfaction Rating, Abandon Rate, Ticket Aging, Routing Accuracy/Error Control/ Continuous Improvement.**
- **Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.**
- **Drive business innovation to reduce overall incidents through self healing & self-help capability.**
- **Drive customer satisfaction improvements with a focused first call resolution based approach**
- **Aggregate all Service Desk demands to optimize resolution at the lowest cost point.**
- **Develop and innovate