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Global End-User Services Manager

Dublin, County Dublin, Ireland

Global End-User Services Manager

  • Dublin, County Dublin, Ireland
Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, digital marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, Mass., Lionbridge maintains solution centers in 28 countries.

Employee Sub-Group: Regular FT Salaried
Work Schedule:
Location: Dublin , Co. Dublin
Position Title: Global Desktop Manager

Req: 27230

Lionbridge is seeking a Global End-User Services Manager, on-site in Dublin, who will support us in leading our Global Desktop services and how we deploy technologies to our end-users across the globe.

Reporting to the Global Head of Infrastructure Services, the Global Manager of IT End-User Services will lead the global team that supports more than 8,000 users and provides local support for our offices and labs. On top of that, The Manager of IT End-User Services will be responsible for developing and implementing processes as well as supporting structures to maintain superior service and ensures that the functional needs of the organization are understood and met.

What your role will entail:
  • Assuring users are provided efficient and timely Desktop and local infrastructure support across the organization 24x7;
  • Driving standardization and optimization of processes and procedures while creating a customer focused and continuous improvement culture;
  • Creating and managing to KPIs and making visible to broad organization;
  • Being responsible for local office physical infrastructure items such as prints, scanners, faxes and the like. In addition, being responsible for support of local physical infrastructure with support/in coordination with Infrastructure Operations and Centralized Lab teams;
  • Isolating problem trends and ensuring that troubleshooting efforts are completed for recurring problems until permanent solutions are found;
  • Being a partner for the Infrastructure Architecture team to deliver and implement larger change initiatives;
  • Being a thought leader and keeping abreast of new technologies and industry standards while driving a process of continual improvement of the services delivered and the user experience;
  • Managing a global staff including performance management, training and scheduling to support our 24x7 workers.

To be successful you must have:
  • 8+ years of relevant experience in Information Technology with at least 2 multinational companies;
  • 3+ years of experience within a 24/7 high-availability environment and/or an industry that is highly dependent on technology for business success;
  • 4+ years of management experience with responsibilities for global teams of 25 or more and proven skills in building, managing, coaching, and developing technical staff;
  • Bachelor's degree in Information Technology (Computer Science strongly preferred);
  • Transformational focus and be a leader who has excellent communication skills with a proven track record of driving change;
  • Demonstrated understanding of both physical desktop/laptop infrastructure as well as Virtual Desktop Infrastructure (VDI) and end-user computing solutions, services, and systems;
  • Experience in successfully managing transformational change in global Desktop environment;
  • Experience in using multiple global sourcing models to deliver services;
  • Customer focus and drive utilization of metrics as means of measuring success;
  • Strong ability to read, write, hear, and verbally communicate in English;
  • Experience with Microsoft Teams environment;
  • Applicable desktop related certifications from CompTIA, Microsoft, Dell, VMware, Apple, strongly preferred.

In turn, what you can expect:
  • Autonomy to build and be proud of a global initiative in a world-leading company;
  • Ability to be a part of our global structure and cooperation with our global Leaders;
  • Full time, permanent internal position;
  • Day off on your birthday;
  • Work with a creative team in friendly environment;
  • Professional development opportunities in a multi-cultural environment - Lionbridge has offices in over 20 countries and many of these offices work collaboratively on projects, exposing our employees to a wide range of cultures and work styles;
  • Access to global training platforms.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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