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DHL: Head of End User Service And Support

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DHL ExpressFort Lauderdale, FL
  • What makes DHL great?
  • Our People We know each employee's individual contributions make us the 1 Express Delivery and Logistics Company in the world.
  • DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business.
  • Our corporate culture is about personal commitment - to our business, to each other and to our global communities.
  • DHL is dedicated to being a great place to work.
  • In addition to competitive compensation packages, our employees enjoy a range of programs, services and benefits that bring the best to their personal lives.
  • Grow YOUR career with DHL today Job Summary:The Head of End User Services, reporting to the Head of IT Infrastructure, will be a critical member of the IT Infrastructure team and work closely with C-Level and cross-functional teams to develop processes and controls that improve efficiency, increase customer satisfaction and make user experience better.
  • As an accomplished service and IT operations leader, you will oversee core business and back-office operations including: User Access Management, License Compliance, Asset Management, Service Desk Support, Vendor management, and end user infrastructure.
  • Tasks:Lead the IT staff and service delivery partners providing the following support to the enterprise: Service Desk, Desk Side Support, Mobility Support, Desktop Image Management, and Video/Conferencing support.
  • This role is responsible for assuring the integrity of the End User computing experience and ensuring that it aligns and meets overall IT strategy and business objectives / goals.
  • This role will provide senior level leadership and management in End User support operations.
  • Establish compliant operational process and procedures while directing the IT Operations, Internal teams and Third-party Service Providers, in particular around IT end user functions such as access provisioning, license compliance, cloud services, equipment assignment and asset lifecycle management through all core and supplementary operating systems.
  • Develop plans and strategies for building out a well-managed operation, inclusive of automated and preventive controls, driving the prioritization process, highlighting critical dependencies and resource gaps.
  • Prioritize and allocate resources in a dynamic, strategic manner with an execution-oriented focusDrive an optimal balance between employee experience, applying the appropriate risk management discipline, and financial efficiency/effectiveness in employee engagement to achieve strategic goals.
  • Autonomy:Operates with considerable latitude.
  • May develop solutions to non-routine issues, without appreciable guidance from others.
  • Reaches decisions under conditions of uncertainty.
  • Impact:May direct major projects or programs with significant business impact within department, area, and business unit.
  • Errors in judgment or failure to achieve objectives would result in significant program delays and sizeable expenditure of resources to rectify.
  • Knowledge:Possesses extensive knowledge in specialty area.
  • Routinely called upon to apply comprehensive knowledge of existing and emerging technologies, practices, and processes.
  • Primary contribution is in applying knowledge (product, industry, professional, technical) doing individual contributor work.
  • Provides input in development of operating plans/budgets.
  • People Management:May lead others in developing innovative solutions to important, highly complex strategic and operating problems; cross-department considerations are often present.
  • May contribute to employees' professional development.
  • Problem Complexity:Performs leading-edge professional level work.
  • Requires creative and innovative thinking in bringing successful resolution to high-impact, complex, and/or cross-department problems.
  • Skill & Qualifications:Seasoned professional.
  • Concerned with problems that have a direct and important effect on business programs and results.
  • Serves as consultant to management on major matters pertaining to policies, plans, and objectives.
  • State-of-the-art knowledge of technologies, processes, and practices.
  • Typically requires BS/BA in related discipline and 8-11 years experience in related field or MS/MA and generally 5-7 years experience in related field.
  • Professional certification required in some areas.
  • ADA Language:Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).
  • Requires manual dexterity and visual and hearing acuity.
  • Tasks may involve extended periods of time at a keyboard or work station.
  • Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.
  • DHL is an equal opportunity employer.
  • We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
  • The EEO is the Law poster is available here.
  • Associated topics: administrative, administrative and operational assist, administrative assist, associate, help, office assistant, operational support, operator, shift, support

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