Vacancy caducado!
Hiring Company:
Delicatessen Services Co., LLCOverview:The BTS Service Support Manager is responsible for managing the daily operations of the Service Desk, managing the Service Support Staff, ensure the capability, preparedness, development, and efficiency of that staff to provide Tier 1 and Tier 2 support to clients, both internal and external, while also serving as the primary point of escalation when required. Additionally, the BTS Service Support Manager, in collaboration with the BTS System Support Manager, is responsible for implementing and maintaining support documentation, KPI's, and procedures that are based on the ITIL Methodology and Framework. Specific competencies the BTS Service Support Manager will be directly responsible for includes but not limited to the following: Service Measurement (Metrics), Incident/Problem Management, Change Management, Request Management, Access Management, Asset Management, Knowledge Management, Service Management, and Technical Standards and Training.Job Description:Responsibilities: Central Ownership of Issues and Service Request Ultimate responsibility for ownership of all customer incidents or service requests logged. Responsible for tracking and progress chasing of incidents to conclusion and in line with Service Level Agreements (SLA's) and Operational Level Agreements (OLA's).Customer Incident/Crisis and Escalation Management Management of critical customer incidents, associated customer communication, activities and any appropriate escalations (in conjunction with Relationship Managers). Provide incident analysis information in conjunction with post-event analysis (After Action Reports - AAR's).Change Advisory Board (CAB) Ensuring weekly CAB meetings are conducted where Service Support teams serve as the production gatekeepers, maintaining change schedules, coordinating with IT and business teams. Providing oversight and leadership to potential change schedule collisions and ensuring all Change Management requirements are met. Educating and training IT teams on the Change Management/CAB process.Manage Third Party Suppliers Manage and collaborate with third party software, hardware and support vendors where appropriate and ensure that their performance and provision of services and quality is consistent with our expectations and enables us to meet our exceed service levels.Incident Levels Continually measure, monitor and work to drive down incident levels. Documentation, Process and Procedures and Controls Responsible for making sure that working practices and processes exist, meet business requirements, wherever possible are standardized and repeatable and support the Service Desk and IT Manufacturing Support Services teams' day to day activities. These procedures include, but are not limited to:- Service Measurement (Metrics)
- Change Management
- Access Management
- Request Management
- Incident Management
- Problem Management
- Support Procedures
- Asset Management
- Knowledge Management
- SLA compliance
- Incident statistics
- Calls statistics
- Problems encountered
- Open tickets/bugs
- Train, coach and mentor Service Desk Specialist and IT Manufacturing Support Services, including career development.
- Oversee daily staff/team activities
- Builds/obtains (from other departments) training material for support team
- Ensure communication takes place both upwards and downwards across area of responsibility
- Strives to make the Service Desk a single source of "truth" for IT service delivery
- Along with other IT leadership members develops an effective and workable framework for managing and improving customer IT support in the organization
- Work with Plant Engineering/Maintenance to ensure alignment of roles and responsibilities and continuity of service quality.
- 4-year college degree, or education equivalent to such degree
- 5+ years' experience in successfully managing and coordinating urgent and complicated support issues with a 24X7 manufacturing/distributing organization.
- Experience working in a fast paced, cross-functional and multi-team environment.
- Proficiency in computer hardware and software, networking and server infrastructure
- Working knowledge of System Development Life Cycle (SDLC).
- Detailed knowledge of Information Technology infrastructure Library (ITIL) Framework
- Certifications in the following areas highly valued:
- SDI/HDI - Knowledge Centered Supporting PrinciplesInformation Technology Information Library (ITIL) - Service DeskService Desk Institute/Help Desk Institute (SDI/HDI) - Support Center Manager
Vacancy caducado!