IT Supervisor

작업 내용

Summary

The IT Service Desk Supervisor is a member of the IT management team. The overall responsibility is to “keep the digital lights on”. This role owns the process of the IT service desk (“break-fix”), which includes responsibility for the business outcomes generated by the process, for the KPIs, and the continuous improvement. Other responsibilities include the upkeep of the infrastructure in all Bemis locations in close cooperation with our service providers and other members of the IT management team. As a member of the IT management team, this role may be responsible for IT staff management.

The IT Service Desk Supervisor is responsible for strategy execution and a contributor to the overall IT Strategy.

Key Responsibilities

• Keeping the “digital lights” on
• Managing the IT Service Desk
• Maintaining KPIs and SLAs
• Continuous improvement in IT Operations
• Managing IT staff
• Vendor management
• Creating and maintaining an appropriate level of governance
• Contributing to the formulation of policies and procedures related to IT Operations
• Providing transparency into IT Operations

Requirements

Education: BS in Computer Science or closely related field. Certifications in IT related subjects are a plus.

Experience:

• At least 5 years of experience in managing IT infrastructure and applications.
• Experience in vendor management and contract negotiation.
• Solid working knowledge of a variety of the company’s business systems and processes.
• Proven experience in driving operational improvements, combined with a strong focus on outcomes.

Specific Skills:

• Strong technical skills in managing, configuring, monitoring, and trouble-shooting IT infrastructure and applications.
• Ability to lead without authority and to drive change.
• Excellent people management skills.
• Excellent communication skills. Ability to create and maintain policies, procedures, work instructions, and best practice documents that are clear, precise, and well-understood by the target audience.
• Working knowledge of Project Management, Process Management, and Business Analysis, combined with the ability to apply it in IT and across the business.