Manager, IT Desktop Operations AMER

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data. The Manager of Hitachi Vantara’s AMER IT Desktop Operations team is responsible for the delivery of end user support within the AMER & LATAM region.

Requirements

• Ensure the team meets Service Level Agreements (SLAs) for incidents and requests.
• Provide strong ITIL guidance to align processes with business objectives.
• Handle escalations from management or end users.
• Align and represent global IT policy within the region.
• Develop and maintain ITIL policies and documentation.
• Oversee end-point asset management, including procurement, inventory, and lifecycle processes.
• Manage a team of 7 experienced direct reports.
• Collaborate closely with other IT teams within Hitachi Group to ensure seamless service delivery.
• Track and report on key performance indicators (KPIs) to measure team performance and identify areas for improvement.
• Ensure compliance with corporate IT security policies and participate in audits, risk assessments, and remediation efforts.
• Support budgeting, forecasting, and resource planning for desktop operations and asset management.
• Manage relationships with third-party vendors and service providers to ensure quality and timely delivery of services and hardware.
• Drive operational excellence through continuous improvement of support processes, documentation, and knowledge sharing.
• Contribute to regional and global IT strategy by identifying opportunities for service improvement, automation, and innovation.
• Travel regionally and globally as required.
• Lead the team in shifting from an internal-centric to a customer-centric service model.
• Model and promote exceptional customer service.
• Communicate and present technology strategies effectively across business lines.
• Collaborate across a complex global matrixed team.
• Recruit, develop, and retain a high-performing team.
• Empower the team to embrace change, think creatively, and take calculated risks.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance