Dir, Gis

IntroductionThis role is the global leader responsible for ServiceDesk, Deskside Support and End user device asset management/life cycle for all regions including North America, Asia, India, and Europe. This role is responsible for leading a distributed global team, international travel required to visit different Lam sites (1 - 3 times/quarter)

**Responsibilities**:

- Sets and seeks to continually improve and reinforce the service standards for end user support and asset mgmt.
- Establishes benchmarking for end user support. Identifies/implements improvements for service level, user satisfaction and KPIs.
- Escalation point for complex or longstanding support issues.
- Provides guidance and professional development to team members. Fosters a positive and collaborative team culture.
- Develops/executes strategies for lifecycle of end user assets. Implements best practices for procurement, deployment, maintenance, and retirement of hardware and software.
- Manages and tracks quarterly budget forecast/adjustment, resource planning and future technology spends.
- Maintains and improves the lifecycle management systems to ensure that assets are being properly documented and adequately tracked.
- Maintains and improves procedures for incident management.
- Leads and oversees the planning, execution, and completion of operational and continuous improvement projects within the IT support domain.

**Minimum Qualifications**
- BA, BS, or MS in computer science, IS/IT, or equivalent with 8 - 10 years of related experience and 5+ years in management
- ITIL certifications are desired
- Experience with ServiceNow (Incident management and Asset management) highly preferred
- Experience with managing global team with different language/culture background

**Preferred Qualifications**
- Critical thinking and analytical skills for dashboard/data reports
- High level of interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, technicians, and vendors.
- High integrity, ethical standards, and trustworthiness
- Excellent verbal/written communication skills and listening skills.
- Strong mentoring and coaching skills and experience.
- Detail oriented and ability to hold people accountable.
- Technical planning, project management, and supervisory experience.
- Ability to analyze, research, and resolve technical problems.
- Self-driven, ability to exercise a high degree of independent judgement and decision making.

**Our Commitment**

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.