Sr. Director, Service Desk/Service Management
NCO Group - Horsham, PA

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NCO, an EGS Company, is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO currently provides services through offices in Antigua, Australia, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.


Responsible for managing the design, development, implementation and operation of an ITIL compliant Enterprise Service Desk. Oversee and directly manage configuration and maintenance of enterprise IT Service Management framework, including ServiceNow platform, process ownership, governance and compliance monitoring of service lines, proactive relationship management of any 3


party vendors responsible for hosting and supporting all solutions and systems. Authorized and accountable to drive team to implement improvements in process, scripts, frameworks, tools and infrastructure that will result in improvement for the Service desk performance and reliability. Drive strategic IT presence with the Business/Operations customers. Establish metrics driven performance, which is aligned to corporate and business objectives. Provide IT consulting, solutioning and thought leadership to internal Operations customers, Client Solutions teams and external clients.

Principal Responsibilities

Represent and become the IT entry point for operational engagement and integrate timely response and actions to meet customer and business needs.

Responsible for the oversight and hands on activities related to the Service Desk performance using the Service-Now and any other industry leading platforms.

Work with internal and external stakeholders in designing and building out an IT Service Desk solution based on the Service-Now Platform suites to maximize delivery and value for the enterprise.

Establish and implement goals, policies, procedures and performance indicators for Incidents that occur throughout the enterprise.

Establish Key Performance Indicators (KPI) for Service Desk staff, provide best practices and industry leading ServiceDesk capabilities.

Establish service level agreements for the Service Desk team based on performance metrics and historical trends.

Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.

Advise Manager of industry trends and incident management concepts, strategies and products for improvement.

Lead daily and weekly IT Operations Reviews to drive systemic resolutions, root cause analysis, maturity in problem management and other ITIL process areas.

Drive business impact based culture that tracks operational IT issues to customer Service Level Agreement metrics and/or internal operational performance metrics.

Provide proactive communication of risks and system issues with resolution plans to IT and business leadership team

Take on a wider customer service role related that represents best in class ITSM capability.

Attend and contribute to Change Advisory Board s and change management process mechanism known resolution plans.

Knowledge, understanding, and compliance with all Federal and Local laws and regulations.

Knowledge, understanding, and compliance with company policies and procedures.

Accountable for all decisions, actions, and directives with respect to job responsibilities.

Maintains awareness on emerging technologies related to ITSM.


Bachelors Degree in Computer Science or equivalent in relevant work experience.

5 years of Management and Service/Help Desk experience providing application, connectivity, hardware and peripheral support in a multi-platform environment required.

ITIL Foundations certification at a minimum, others as needed.

Certificate(s) such as Microsoft Certified Professional (MCP), Certified Novell Administrator (CAN), and Cisco Certified Network Associate (CCNA) preferred.

Strong organizational skills with emphasis on detail and follow-up required.

Ability to maintain the highest level of confidentiality.

Excellent decision making and problem solving skills.

Ability to prioritize and work in multi-tasked environment.

Ability to adapt to a flexible schedule.

Proficient personal computer skills, including Microsoft Office.

Excellent interpersonal, written, and oral communication skills.

Ability to work in a team fostered environment.

Work Environment

Office environment.

Ability to lift and/or move 20 pounds with or without accommodation.

Ability to travel.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws.


Information Technology

Primary Location


Work Locations

Horsham, PA- Prudential

507 Prudential Road



Employee Status




Job Level



Day Job

Education Level

Bachelor's Degree (±16 years)

About this company
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NCO Group, Inc. (NCO) is a holding company and conducts substantially all of its business operations through its subsidiaries. NCO is a...