Qualifications
Key ResponsibilitiesOperational Excellence & Proactive StrategyProactive Service Evolution: Shift from reactive troubleshooting to a preventative service model by utilizing data analytics and trend forecasting to address issues before they arise.Scalable Global Infrastructure: Develop effective staffing models and readiness plans to ensure continuous, 24/7 global operations.Strategic Process Ownership: Enhance the maturity of ITSM practices, including Incident, Request, Problem, Knowledge, and Change Management, to guarantee operational stability.Performance Benchmarking: Set and track impactful KPIs, such as FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to instill a culture of continuous improvement.AI Integration and Professional Team DevelopmentHigh-Performance Leadership: Mentor a professional Global Service Desk (GSD) team, fostering a culture of technical excellence and empathy.Executive-Grade Support: Build a team capable of delivering white-glove support for executive leadership and key stakeholders, ensuring seamless technology interactions.
About the job
At NiCE, we embrace challenges and strive to surpass our limits. We are driven by ambition and innovation, with a commitment to excellence. If you share our passion for success, we invite you to explore an extraordinary career opportunity that will ignite your potential.
The Global Manager of IT Employee Services is responsible for leading NiCE's global employee technology support organization. This includes managing our 24/7 Global Service Desk (Tier 1) and three regional Tech Support teams across EMEA/IL, Americas, and APAC, including our Mobile Team. This pivotal leadership role encompasses all employee support channels—chat, portal, onsite, and remote services—while ensuring outstanding employee experiences and operational efficiency. The position also focuses on advancing automation and AI-driven support strategies, unifying global processes and tools, and collaborating closely with IT, Security, HR, Facilities, and Engineering to create a modern, scalable support ecosystem.
About NiCE
NiCE is a forward-thinking organization dedicated to innovation and excellence in technology support. We challenge conventional norms and strive for continuous improvement, creating an environment where ambitious professionals can thrive.