Franz Acosta
- Role
- IT is Global Service Desk Manager at Abbott
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Franz Acosta
Global Service Operations Senior Manager with 25+ years of experience managing customer…
Experience
IT is Global Service Desk Manager
Jan 2017 — Present
Reporting to the Abbott Rapid Diagnostics (ARDx) CIO, the IT/IS Global Service Desk and ITSM Manager is directly responsible for all operational aspects of the service desk, application support and various global ITSM functions (incident, problem, change and knowledge management). Apply technical knowledge and operating ITIL processes utilizing Enterprise support tools. Provide support to the complex organizational structure of ARDx and further develop processes which provide a consistent experience for our customers. The key responsibilities of the role include, but are not limited to: • Manage team of service desk analysts, application support staff, supervisors, and managers which provide first through third level support for internal global organizations • Oversee daily multi-lingual IT end user support operation across 5 countries • Recruit and hire staff • Promote professional development of staff through performance scorecard reviews and coaching opportunities • Develop strategy to manage changing ARDx business needs and developing IT organization • Align support structure, policies and service offerings according to ITIL best practice • Expand knowledge base of processes, procedures and support documentation used by staff and end users • Establish incident models to create a consistent roadmap to resolution for commonly recurring issues • Ownership of Incident, Problem, Change and Knowledge Management in addition to request fulfillment processes. • Manage escalation of high priority incidents and requests • Own Major Incident Management process • Manage service level compliance through review and analysis of actual service performance against published SLAs • Lead integrations of new and non-supported business units into service desk • Demonstrate commitment to the development, implementation and effectiveness of ARDx Quality Management System per ISO, FDA, and other regulatory agencies
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