Job Description

Overview:
WHAT YOU DO AT AMD CHANGES EVERYTHING
We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences \xe2\x80\x93 the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world\xe2\x80\x99s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives.
AMD together we advance_ Responsibilities:
Service Desk Manager

Summary

As IT Service Desk Manager you are responsible for the IT service delivery and support for AMD. The role involves managing a team of service desk professionals, ensuring compliance with industry best practices and frameworks, communicating with senior management and other business functions, and keeping track of IT costs and performance. You will be responsible for leading a team of Level 1 and Level 2 service desk agents who provide IT service desk support for end users of AMD, a global semiconductor company.

Responsibilities

• Manage the daily operations of the IT service desk, including ticket handling, incident resolution, problem management, change management, and asset and configuration management.
• Ensure the IT service desk is aligned with the business strategy and goals, and proactively identify and implement service improvements.
• Build and train a team of IT service desk staff and foster a positive and collaborative work environment.
• Establish and monitor service level agreements, key performance indicators, and service quality metrics.
• Communicate effectively with senior management, other business functions, external suppliers, and end users regarding service requirements, issues, and feedback.
• Provide daily analysis of support interactions, volume trends, and issues/risks.
• Perform quality checks on phone calls and case management.
• Ensure communications and training are complete for the service desk agents for all changes in support (new services, enhancement to existing services, retirement of services).
• Work closely with peers to adhere to the key performance indicators (KPIs) and service improvement opportunities defined by AMD.
• Implement a robust governance mechanism and provide leadership oversight.
• Manage the IT service desk budget and optimize the IT costs and resources.
• As a part of the job you would be required to travel 25% of the time.

Experience and Qualification

• A bachelor\'s degree in computer science, information systems, or a related field.
• A minimum of 12-15 years of experience in IT service delivery, with at least 5 years in a service desk lead/manager role.
• A certification in IT service management frameworks, such as ITIL, COBIT, or ISO/IEC 20000.
• Strong technical skills and knowledge of the organization\'s network, database, infrastructure, security and privacy, and software applications.
• Good track record in User Experience, partnering with key stakeholders and implementing continuous improvement processes.
• Excellent communication, analytical, team-building, and mentoring skills.
• Ability to work under pressure, handle multiple tasks, and prioritize effectively.

#LI-NS2

Qualifications:
Benefits offered are described: AMD benefits at a glance.


AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law. We encourage applications from all qualified candidates and will accommodate applicants\xe2\x80\x99 needs under the respective laws throughout all stages of the recruitment and selection process.