Director of Global Service Desk
Advanced Microgrid Solutions
Arlington, VA, USA
Posted on Thursday, January 18, 2024
About Fluence: Fluence Energy, Inc. (Nasdaq: FLNC) is a global market leader in energy storage products and services, and optimization software for renewables and storage. With a presence in over 47 markets globally, Fluence provides an ecosystem of offerings to drive the clean energy transition, including modular, scalable energy storage products, comprehensive service offerings, and the Fluence IQ Platform, which delivers AI-enabled SaaS products for managing and optimizing renewables and storage from any provider. Fluence is transforming the way we power our world by helping customers create more resilient and sustainable electric grids.
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OUR CULTURE AND VALUES
We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.
We are Leading
Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.
We are Responsible
Fluence is defined by its unwavering commitment to safety, quality, and integrity.
We are Agile
We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.
We are Fun
We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all.
Fluence Energy is a dynamic and globally recognized organization with 1,500-2,000 employees and a presence in three key regions: Americas, EMEA, and APAC. Leveraging a suite of SaaS-based enterprise applications alongside proprietary business applications, we are committed to delivering innovative solutions and maintaining operational excellence.
The Director of Global Service Desk will lead the overall service desk strategy and operations globally, overseeing service desk functions in the Americas region. This role requires a seasoned professional with experience in strategic planning, organizational leadership, and effective management of service desk teams. The successful candidate will report to the Senior Director of Infrastructure & Operations and will collaborate closely with the executive leadership team.
This position is located in Arlington, Virginia, and requires in-person presence at the office at least 3 days a week.
What does a Director of Global Service Desk do at Fluence?
- Global Service Desk Leadership:
- Develop and execute a comprehensive global service desk strategy aligned with organizational goals.
- Provide leadership to service desk teams across the Americas, EMEA, and APAC regions.
- Establish and maintain service level agreements (SLAs) to ensure timely incident resolution and user satisfaction.
- Regional Oversight (Americas):
- Act as the regional leader for the Americas service desk, ensuring efficient and effective support for local employees.
- Collaborate with other regional leaders to ensure consistent global service desk standards and practices.
- Strategic Planning:
- Contribute to the development of the overall IT strategy and align service desk initiatives with business objectives.
- Identify opportunities for continuous improvement and optimization of service desk processes.
- Budget Management:
- Develop and manage the annual budget for the global service desk, ensuring cost-effective utilization of resources.
- Monitor and report on budget variances, making recommendations for adjustments as needed.
- Communication and Collaboration:
- Establish and maintain effective communication channels with executive leadership and key stakeholders.
- Collaborate with other IT leaders to ensure seamless integration of service desk operations with broader IT initiatives.
- Vendor Management:
- Oversee relationships with service desk vendors and ensure compliance with contractual agreements.
- Evaluate and recommend new technologies or services that enhance service desk capabilities.
- Team Development:
- Recruit, mentor, and develop a high-performing global service desk team.
- Foster a culture of continuous learning and professional development within the team.
What does the ideal candidate look like?
- Bachelor's degree in Information Technology, Business Management, or related field. Master's degree preferred.
- Proven experience (8+ years) in leading global service desk operations in a similar-sized organization.
- Strong understanding of SaaS-based enterprise applications and homegrown business applications.
- Exceptional strategic planning and organizational skills.
- Demonstrated experience in budget management and vendor relations.
- Excellent communication and interpersonal skills.
- Ability to collaborate effectively across diverse regions and cultures.
Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.