Manager Service Desk, United States, Corporate

Sensient Technologies Corporation Hoffman Estates , IL 60179

Posted 3 months ago

JOB SUMMARY:

This management position is a key role in the IT organization, responsible for the day-to-day management and service delivery of customer support to our Global employee population. This position is primarily responsible for the management and supervision of the employee-facing Service Desk, all IT equipment deployment projects, and all IT organization communication to the business regarding new technology, changes to the IT environment, and IT service interruptions. This position will ensure maximum issue resolutions in minimum time, evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user. This position will also assign personnel to various operations and direct their activities, review and evaluate work and prepare performance reports, provide for the training of team members and end users, and have secondary responsibilities in assisting in overall operations and strategic development of the company.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Ensures end users are provided efficient, effective, and timely first/second level support on a 24x7 global basis; manages staff scheduling to ensure optimal coverage and responsiveness including weekend and holiday on-call schedules.

  • Manages all end user, internal and escalated communications. Additionally, manage process around Corporate IT Team communication during critical service incidents and problems, including facilitation of troubleshooting conference bridge meeting to coordinate resolution.

  • Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems

  • Experience with driving goals and measuring, tracking, and reporting monthly the associated team performance metrics. This includes First Call Resolution, Abandon Rates, Talk Times, Avg. Speed to Answer, and Incident and Service Request Tickets.

  • Demonstrate ability to not simply report on statistical performance metrics, but to infer implications and build reaction strategy where needed.

  • Facilitation of the weekly Change Management process for all global IT teams (Infrastructure as well as Applications teams).

  • Must be able to readily identify areas of vague direction or policy and, consulting with appropriate people (leadership or HR for example), construct personnel or technology policy to eliminate ambiguity for all parties.

  • Maintain individual team member metrics and use results to help develop them and improve team performance. Establish a cycle of continuous service improvement with measurable targets.

  • Lead the Service Desk team in the use and maintenance of a continuously-improving knowledgebase, for ticket resolution and for user self-service.

  • Manage equipment and software lifecycle refresh projects, which include asset tracking, as well as retirement of legacy equipment and software; disposal of said equipment and/or software to guarantee it will not be used moving forward.

EDUCATION & EXPERIENCE:

Required:

  • Bachelor's degree in Computer Science or equivalent work experience

  • Minimum of 5 years' experience managing a help desk/service desk, or similar leadership role(s).

  • Prior experience working with ITIL or other establish ITSM framework and their implied continuous improvement processes

  • Ability to travel internationally up to 10%

  • Strict and personal sense of accountability and ownership

  • Demonstrated experience in project management and ability to work under multiple deadlines, being self-directed; a practiced decision maker with impeccable organizational skills and follow-through.

  • Good organizational skills with the ability to coordinate multiple activities required

  • Excellent interpersonal and communication skills, ability to work with all levels of management and staff, both technical and non-technical, employees and vendors, via both written methods (email, instructions, presentations), and verbal methods (meetings, conference calls, personal phone calls).

  • Personnel supervision/management; real experience with coaching, performance appraisals, recognition, progressive discipline, etc.

Preferred:

  • Prior experience managing a 24 x 7 help desk operation.

  • International experience

  • Microsoft 365 Admin

  • Technical experience supporting previous and current version of Windows, Mobile Devices (iOS/Android), and Cisco VoIP platforms.

  • Experience with managing team operational expenses and capital project expenses; awareness of budget constraints and process.

  • Depth of experience leading a function responsible for maintaining Microsoft Office Suite Products, Active Directory (AD), Anti-Virus, VPN,.

  • Strong understanding of desktop software configuration, asset management, automation and deployment.

  • Strong understanding of TCP / IP, DNS, DHCP, routers, and switches

  • Working knowledge in server and application virtualization technologies with VMware and Microsoft RDS.

  • Knowledge and experience with Network Operations Center (NOS) environments, ticketing systems and/or similar IT Service Management (ITSM) tools.

About Sensient Technologies Corporation

Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors, and fragrances. Sensient employs advanced technologies at facilities around the world to develop specialty food and beverage systems, cosmetic and pharmaceutical systems, inkjet and specialty inks and colors, and other specialty and fine chemicals. The Company's customers include major international manufacturers representing most of the world's best-known brands. Sensient is headquartered in Milwaukee, Wisconsin.

As a dynamic and diversified global leader, we offer an excellent salary and comprehensive benefits package. For more information, visit our website at http://www.sensient.com.

Equal Opportunity Employer


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Manager Service Desk, United States, Corporate

Sensient Technologies Corporation