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Director, IT Service Desk Management

Date Posted: Aug 14, 2019

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NY


Role Value Proposition: 

In support of MetLife’s corporate strategy, key focus areas for the Global Infrastructure Technology and Operations team include providing globally standard infrastructure services and automating services delivery which improves quality and delivers unit cost improvement.    This role will be responsible for managing the delivery of Service Desk and Site Services globally and executing on a transition to a new and expanded Service Desk and Site support solution in support of these goals.   The role will serve as a single point of contact to the LOB/region/countries, overseeing all aspects of services delivery for the Global Service Desk and Site Services provided by MetLife partners.  The role will be responsible for ensuring services are delivered according to a standard, enterprise wide service.


Key Responsibilities:  


  • Responsible for managing the services associated with Service Desk and Site support globally.
  • Overall responsibility for all major components of the Service Desk services consisting of: Service Desk Operations, Site Support and Level 2 Support Services.
  • Manages the delivery of the Global Service Desk and Site service solution and associated expenses to the appropriate stakeholders
  • Directs a team of associates supporting one or more vendor engagements.
  • Oversees use of services performance metrics and reports on key services metrics. 
  • Organizes and leads service level and financial review meetings with lines of business representatives and IT services teams/providers. 
  • Leading efforts to improve service capabilities working with IT services teams and providers. 
  • Responsible for directing the overall contractual relationship for one or more IT service agreements.
  • Ensures contract compliance from a financial and service level agreement standpoint.
  • Direct the effectiveness of outsourced support services and is accountable for all SLA’s and assist with the contract negotiations.
  • Responsible for IT Crisis Management when high impact Incidents occurs impacting the Service Desk.
  • Ensures contract compliance from a financial and service level agreement standpoint.


Essential Business Experience and Technical Skills:



  • Accomplished Global Service Desk/Help Desk leader, proven success of managing/leading Service Desk services in a complex global company
  • 10+ years’ work experience in IT Operations/Support
  • 5+ years of experience with managing and delivering Service Desk/Help Desk services
  • Strong customer relationship skills
  • Detailed knowledge of Service Desk operations and processes, as well as general knowledge of I/T processes.
  • Communicate effectively while working to exceed expectations of customers.
  • Demonstrates business maturity in handling critical issues with all levels of MetLife management.
  • Effective skills in influence and team building



  • Knowledge and insight of the regional organizational structure to engage and influence key stakeholders\subject matter experts at all levels and across the countries to support the Program Transition Lead and the Global Technical Integration Lead with execution.
  • Experience with IT budget planning processes
  • Business acumen with broad exposure to business units
  • Experience with implementing and/or managing enterprise Desktop and Site Support Services globally
  • Insight into key industry trends and innovation with respect to improving Service Desk and Site Support serivces
  • ITIL certification
  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Finance




Business Category

Global Infrastructure Technology Operations – Service Operations


Number of Openings




At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 109746 

Nearest Major Market: Raleigh