Job Summary
Provide effective IT support for the Mattel businesses in the NORTH AMERICA region • Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region • Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Mattel users with their end-point devices • Oversee activity and responsibility of remote campus engineers • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations. • Champion ITIL standards across GTO teams • Review and approve knowledgebase articles for accuracy and relevance
Key Responsibilities
Provide effective IT support for the Mattel businesses in the NORTH AMERICA region • Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region • Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Mattel users with their end-point devices • Oversee activity and responsibility of remote campus engineers • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations. • Champion ITIL standards across GTO teams • Review and approve knowledgebase articles for accuracy and relevance
Skill Requirements
Provide effective IT support for the Mattel businesses in the NORTH AMERICA region • Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region • Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Mattel users with their end-point devices • Oversee activity and responsibility of remote campus engineers • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations. • Champion ITIL standards across GTO teams • Review and approve knowledgebase articles for accuracy and relevance
Other Requirements
NA