Job Description ObjectiveThe 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 andService Delivery processes are in place to meet business needs.
This position is a stakeholderfacing role, and requires that you establish and manage expectations within the business and drivethe IT User Support team to achieve those expectations to a high standardResponsiblities Service Management Maintain high-performing service support functions, including an IT Service Desk, DesktopSupport and VIP SupportOwner of the Incident, Request, Change, and Escalation processes, ensuring high levels ofperformance in these processes, accurate reporting, and establishing service improvementactivities when requiredAs an owner of the escalation process, the Service Delivery Manager will take ownership ofsignificant incidents to ensure coordination of resolving parties, effective communication tostakeholders and post-incident reviewMonitor, control, and support service delivery; providing systems, methodologies andprocedures are in place and followedChampion Service and Support in projects and develop a strong understanding ofprojects impacting your service area and ensuring service impact is minimized and agreedBe accountable for the quality of Service and performance Meeting Support Deliver Presentation and Audio-Visual support, ensure meeting room technologyis maintained to high standards and routinely checked to ensure high levels of availabilityEnsure that training services are in place to educate staff on how to use the meeting room andcollaboration technology effectively Technical Lead the End User Support team to improve desktop computing continuallyenvironmentManage 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 performanceEffectively 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 departmentsAll Other Duties Assigned Profile Able to demonstrate the ability to undertake the above responsibilitiesAbility to speak English ProficientlyA passion for Service ImprovementExperienced Service Management professionalPrevious experience as a Team Lead or demonstrable experience in leading virtual teamsExperience of managing 3rd parties and 3rd party delivered servicesService Management or Support in a large-scale and diverse environment of incidentmanagement, escalation procedures and related disciplinesExpert knowledge of ITIL disciplinesExcellent leadership and people management skillsExcellent written and verbal communication skillsWillingness to support and mentor junior staffExcellent customer facing/customer service skillsAble to work under pressure and meet deadlinesAble to demonstrate a high degree of flexibility including shift and out of hours workingExcellent organizational skillsAble to manage sensitive and sometimes confidential informationSelf-motivation and able to take responsibilityAble to manage and prioritize and tasks and time efficientlyAble to demonstrate initiative and a proactive approach to daily tasks