MSC North America Help Desk is an integral part of the overall strategy to create a valuable service experience for the MSC land-based operations team. The MSC Help Desk\/ Incident Manager will lead the effort to optimize service delivery for business units across the USA and our private island that utilize the ServiceNow platform.

The Help Desk \/ Incident Manager will be customer obsessed and drive a culture of continuous improvement of service support and processes, fostered by a data-driven approach.

• Technical fluency in infrastructure, networking and cyber security in order to guide the team in triage and routing of tickets to the appropriate technical teams.
• At least 5 years of experience serving an IT organization as a senior service manager.
• At least 4 years of supervisory experience, with excellent leadership and people management skills.
• Demonstrated proficiency in consolidating data from numerous sources to create presentations for all levels of management and other stakeholders.
• Strong analytical, problem solving, priority setting, facilitation, and collaboration skills.
• Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals and objectives.
• Excellent understanding of document control, update processes, and tools.
• Mentoring and team building experience.
• Education: Bachelor’s degree or equivalent education, technical certifications, training, or work experience.

CASM (Certified Agile Service Manager), COBIT, ITIL V.4 Bachelor's degree in computer science, IT, computer engineering, or similar. Experience in cyber security compliance protocols and troubleshooting multi-factor authentication tools and VPNs. Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.Microsoft and\/or Linux, Security+, Network+, CISCO CCNA or similar certification is preferred.Knowledge in PC and MAC hardware, peripherals, software and OS.Experienced in the triage of office application issues, to include Office365 suite and other productivity tools.Translate incidents submitted by business into language understood by technical teams.

TEAM BUILDING AND FUNCTION MANAGEMENT

• Lead the MSC North America help desk and incident support function.
• Build out the team of desktop support specialists to ensure users are provided efficient and timely first and second level support on a 24x7 basis.
• Lead the design, implementation and reporting of problem management, incident management, knowledge management, asset and configuration management, access management.

REPORTING AND METRICS

• Lead all efforts to identify and publish useful and actionable help desk and incident metrics and determine where this information is best used and ensure that leadership has access.
• Manage and report on the status, velocity and burndown to resolution of incidents in queue.
• Analyze and report on emerging patterns and clusters of related incidents.
• Develop a plan on how data can be used to drive performance improvement, for all North America users of the ServiceNow platform.
• Produce accurate and standardized reporting with key insights to communicate operational performance to service management leadership team.
• Develop and maintain dashboards and on-demand reporting for management.

HELP DESK AND INCIDENTS

• Lead the escalation for priority one incidents (to resolution) with corporate service desk and technical teams.
• Develop a strategy for Service Level Agreements for the various service areas across the North America organization.
• Create and manage a communication cadence for follow ups with ticket owners to communicate ticket status and progress.
• Communicate and follow up with operational managers and members of the management team to ensure high quality reporting of ticket and time reporting information.
• Provide detailed postmortem follow-up communications to management on high priority incidents.

KNOWLEDGE & LEARNING

• Build and manage a knowledge repository to enable users with user guides and onboarding materials.
• Implement and manage documentation of internal processes, flow and an onboarding program for new hires with a communication plan for updates.
• Lead educational efforts to establish a culture of process improvement through data-driven, decision making.
• Lead client engagement of all continuous service improvement projects, including the coordination between global service management stakeholders.

VISA REQUIREMENTS (if any) Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

Job Type: Full-time

Pay: From $120,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Fort Lauderdale, FL 33309

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