IT Service Desk Manager
Careers that Change Lives
We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.
The Contact Centre and Virtual Assistant Team support and develop the effective transition of operational management. We are responsible for the technical support leadership of contact centre and virtual assistant infrastructure including engineering, configuration, testing, and support escalation. We also develop collaboration across applications in the environment such as Interactive Voice Response (IVR), Intelligent Virtual Agent (IVA), Reporting, Analytics, Network, and Client Applications.
A Day in the Life
As the IT Manager, you will be responsible for managing the support of a highly visible and dynamic contact center function. This collaborative position requires solid Information Technology Service Management (ITSM) experience as a Support Owner, vendor management experience, and preferred experience with contact center software such as Cisco, Five9, and cloud telephony.
Responsibilities may include the following and other duties may be assigned:
- Provide leadership and guidance for the Technical Support Engineers that support the company’s technical information systems platforms
- Manage operational demands and project work responsibilities, while maintaining service levels through service metrics and following Information Technology Service Management (ITSM) processes.
- Be responsible for the analysis, support and modification of enterprise systems, application software, installation of network hardware/software and database management.
- Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices.
- Ensure infrastructure architecture standards maximize efficiency and support platform compatibility.
- Show subject matter knowledge of user group for practical application of system characteristics.
- Coordinate delivery of services to user groups and ensures IT service is uninterrupted. Work closely with other Managers, Service Delivery Managers, Technical Support Engineers, and vendor partners to ensure high availability of the service.
Must Have:
- Bachelor’s degree
- 5+ years of experience with a bachelor’s degree or 3+ years of experience with an advanced degree
Your Profile:
- Understanding and knowledge of the Information Technology (IT) Service Management framework, as well as core Information Technology Infrastructure Library (ITIL) processes (catalog, request, incident, change, release, problem, knowledge, asset, and configuration management)
- Previous experience as a Support Owner in a large and complex IT environment
- Previous experience working with Cisco UCCE (Unified Contact Center Enterprise) and Five9 is a nice to have
- Ability to successfully operate in a remote environment, and work with general direction
About Medtronic Philippines
Established in 2015, Medtronic Philippines is committed to best-in-class patient and customer experience by delivering capacity, scalability, sustainable productivity levels and innovative solutions to our stakeholders, patients and customers.
The establishment has over 450 employees on-site with more than 60% being female employees.
What We Offer
We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:
- Our global well-being program supports your physical, emotional, social and financial well-being.
- Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.
- Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.
- We have generous employee referral programs, employees stock purchase plan, leave benefits, and more!
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
