Introduction
This 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)
Job 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.
Lam Research (Lam or the Company) is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.
