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Manager- IT Service Desk - Work Remote Opportunity

Primary Location: Heredia

Additional Location(s):

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Why will you enjoy this new opportunity?

VMware IT colleague Experience and Technology department provides end user technology services and support enabling efficiency and productivity of our colleagues. In this role, you will have the responsibility to manage a highly skilled technical support team providing support in Spanish & English language in our organization. You will work closely with all the IT service & product owners and collaborate with regional IT support teams to ensure Service Desk is delivering overall superior service and support to our colleagues. You will be a part of an inclusive team where different minds work together to drive efficiency and productivity for our VMware colleagues.

What is primary need, technical challenge, and/or problem you will be responsible for?

You will be required to design, develop, and implement processes, systems, and technology to support and enhance the service desk support function, including workflow and incident management. You will have to be involved in global strategic initiatives and assess the impact to ensure the best possible colleague experience.

Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?

  • We will need you to scale up the new team in Costa Rica in collaboration with larger team based out of India and build processes and team standards

  • We will need your ability to identify the loopholes in current process and identify improvements to achieve delightful support for our colleagues

  • Bring new ideas of innovation and automation excellence into the support team

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Service Desk Manager, you will:

  • Lead a Service Desk Team that provides support in both Spanish & English and manage day to day operations

  • Monitor and manage resources ensuring efficient and effective use of staff across working hours

  • Be responsible for resource planning and capability matching within the team

  • Ensure smooth transition of new businesses in Service desk

  • Provide a point of escalation for Service Desk and supervisory staff

  • Escalate issues as necessary to senior Management in accordance with Business escalation procedures

  • Manage the activities of Queue Managers and shift leads

  • Manage and initiate service quality and process improvement projects

  • Be involved in recruitment and induction process of all new hires

  • Manage staff tasks such as objective setting, performance review, and disciplinary matters

  • Assist to improve the Service desk cross functional relationship globally through discussion and on an individual incident basis

  • Deputize for senior management in their absence

  • Drives short term improvements against KPI's, but develops Customer Satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception, and colleague survey

What is the leadership like for this role? What is the structure and culture of the team like?

This role will be reporting to the Colleague Support Manager who has expertise in people management, processes and various technology streams. He focuses on reducing the reliance on manual efforts by replacing common, repetitive tasks with automated capabilities. He works towards leading and building strategic directions to drive motivation & inspiration to deliver value proposition and delightful experience for VMware colleagues

What are the benefits and perks of working at VMware?

You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting

  • Employee Stock Purchase Plan

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

  • Generous Time Off Programs

  • 40 hours of paid time to volunteer in your community

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

  • Healthy and local inspired snacks in all our pantries

Category : Engineering and Technology
Subcategory: Desktop Systems
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-01-21

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law. Job ID: R2015043
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