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IT Digital Workplace Services Director

Date: Nov 21, 2020

Location: Kansas City, MO, US, 64108

Company: Hallmark

     reqid: 68033 

HALLMARK - WHEN YOU CARE ENOUGH YOU CAN CHANGE THE WORLD.

Come join us. You’ll add value to one of the world’s most iconic consumer brands and be part of our company with a life-affirming purpose to inspire meaningful connections. Our products, content and experiences aim to enrich all lives by making a genuine difference in every life, every day, and our business is focused on bringing the value and relevance of Diversity and Inclusion to every brand, product and person we touch.  Our enterprise D&I Framework, authored by Hallmark’s CEO, and each of the Hallmark Global D&I business plans demonstrate our belief and value in having a diverse and inclusive workforce. Hallmark’s D&I efforts will continue to represent ongoing progress and reinforce our commitment, as will our intentional focus on bringing more diverse talent into our business and onto our teams.   Hallmark has been recognized as one of Forbes and Statista 2020 as:

 

The IT Digital Workplace Services Director will lead End User Services (EUS) for Hallmark corporate with a strong focus on delivering a positive end-to-end user experience for our 2000 internal resources/employees. As part of the role, this position requires implementing tools, managing budget, automating; where appropriate, knowledge management, improving processes, and measuring success.  This position will drive the vision and deliver continuous EUS service transformation across the Hallmark Global. This position will be an innovative and visible change agent who recognizes strategic application of evolving technologies.  It includes leading the construction of standard project delivery guides and tools, training to technical and non-technical staff and developing a strategic roadmap for clients to enable adoption of the full stack of Microsoft 365 E3/E5 as well as Microsoft and other cloud solutions.  Responsibilities include:

 

Manage the planning, architecture, design, documentation and implementation of desktop and service desk service offerings. Manage asset and the deployment of all end user equipment. 

 

Develop, manage, measure and report on key service-level metrics, KPIs, including average response time, first-contact-resolution rate, mean time to repair, call avoidance, demand mix and end-user productivity.

 

Deliver end users service projects on time, set high quality standards and operate within budget.

Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded.

 

Implement, manage and communicate results of end-user satisfaction surveys, and develop action plans to address areas needing improvement. Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.  Ensure effective budget management.  Provide high-level service to key executives.

 

Perform trend analyses and develop action plans for improving service timeliness and reducing costs.

Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.

 

Requirements:
To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.

 

BASIC QUALIFICATIONS:

Bachelor's degree OR minimum of 4 years of work experience in Computer Science or Information Systems

Minimum of 10 years IT experience with end-user experience, including contact center, collaboration, desktop & mobile devices.

 

PREFERRED QUALIFICATIONS:

Experience in introducing operational discipline into ad hoc process areas.

Experience with process and organizational change management.

Experience in significantly and provable increasing maturity levels for IT and engineering operations processes.

Experience in working with and managing third party providing level 1 (helpdesk) and level 2 (desktop) support

 

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and checks.

 

 

 

 

BENEFITS AND PERKS:
At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide to learn more.

Hallmark is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.

 


Nearest Major Market: Kansas City