Objective
the it manager user support oversees several key functions within symrise americas latam north region that enables the delivery of high-quality service to end users, and ensure service support and
service delivery processes are in place to meet business needs. This position is a stakeholder
facing role, and requires that you establish and manage expectations within the business and drive
the it user support team to achieve those expectations to a high standard
responsiblities
service management
- maintain high-performing service support functions, including an it service desk, desktop
- support and vip support
- owner of the incident, request, change, and escalation processes, ensuring high levels of
- performance in these processes, accurate reporting, and establishing service improvement
- activities when required
- as an owner of the escalation process, the service delivery manager will take ownership of
- significant incidents to ensure coordination of resolving parties, effective communication to
- stakeholders and post-incident review
- monitor, control, and support service delivery; providing systems, methodologies and
- procedures are in place and followed
- champion service and support in projects and develop a strong understanding of
- projects impacting your service area and ensuring service impact is minimized and agreed
- be accountable for the quality of service and performance
meeting support
- deliver presentation and audio-visual support, ensure meeting room technology
- is maintained to high standards and routinely checked to ensure high levels of availability
- ensure that training services are in place to educate staff on how to use the meeting room and
- collaboration technology effectively
technical
- lead the end user support team to improve desktop computing continually
- environment
- manage the desktop computing environment to ensure that laptops, pcs, and other access
devices are built and maintained to high standards of performance and security
- make recommendations for service improvement plans and ensure actions are followed
through to completion promptly
- work with internal and third-party teams to ensure activities are taken and completed to
protect and improve services
- provide regular and accurate management reporting on it service performance
- effectively deliver/manage staff management including recruitment, mentoring, training,
target setting and performance assessment
- be an ambassador for it, working across the business to provide effective communication
on it matters and build relationships with other teams to ensure effective dialogue between
departments
all other duties assigned
*profile*
- able to demonstrate the ability to undertake the above responsibilities
- ability to speak english proficiently
- a passion for service improvement
- experienced service management professional
- previous experience as a team lead or demonstrable experience in leading virtual teams
- experience of managing 3rd parties and 3rd party delivered services
- service management or support in a large-scale and diverse environment of incident
- management, escalation procedures and related disciplines
- expert knowledge of itil disciplines
- excellent leadership and people management skills
- excellent written and verbal communication skills
- willingness to support and mentor junior staff
- excellent customer facing/customer service skills
- able to work under pressure and meet deadlines
- able to demonstrate a high degree of flexibility including shift and out of hours working
- excellent organizational skills
- able to manage sensitive and sometimes confidential information
- self-motivation and able to take responsibility
- able to manage and prioritize and tasks and time efficiently
- able to demonstrate initiative and a proactive approach to daily tasks
job reference: la00617