Team Lead - Service Desk Job

POSITION SUMMARY:

This job is responsible for supervising the day to day operations of the North America Service Desk activities for Arkema Incorporated.  Create and manage escalation procedures and ensure SLA’s are met. Document, track, and monitor problems to ensure resolution in a timely manner.  Identify, research, and resolve complex technical problems.  Suggest improvements to processes and be knowledge resource for other team members.

Manages ~ 15,000 incidents per year for ~3500 Arkema North America clients. 

Supervise overall end user experience with respect to ITIL Incident Management practices. 

RESPONSIBILITIES

Manage Service Desk and Team:

Supervises staff resources to ensure effective and proper Support Desk coverage during normal business and on-call hours.  Identifies problem trends and ensures that corrective efforts are implemented in a timely fashion with permanent solutions put in place when appropriate.  Develops, promotes, and enforces corporate and departmental policies and procedures.  Promotes teamwork within own organization and across IT organizations.

Activities Include:

•             Manage the phone/ticket escalation process, always exhibiting a high degree of professionalism and diplomacy to promote a positive image of the service desk, as well as the iTeam department.

•             Develop, measure, and report Service Desk and Service management metrics. Track and report unplanned downtime incidents of AMAS systems

•             Use Service Now to identify trends, to identify reoccurring issues, and provide proactive resolutions to decrease their frequency.

•             Provide management with KPI dashboards using Service Now and Power BI.

•             Manage and coordinate regional and global iTeam incident management processes.  Ensure effective communication channels are used to alert the organization to outage/emergency activities.  Adhere to cross-regional communication procedures for incidents as appropriate.

•             Provide level 2 support and consulting to regional IT teams in Mexico, Central America and South America, as needed.

•             Responsible for identification, development, and communication of IT technology productivity tips and techniques.  With use of tools such as Service Now, training documents, and e-learning to provide the Arkema client community with opportunities for continued learning.       

•             Functional and administrative aspects of the team and performance reviews.

•             Mentor and enable professional development for Service Desk staff to help them grow and progress through iTeam or in other learning or career objectives.

•             Ensure Service Desk documentation for procedures and contact information is always up to date

•             Manage Service Alert communications, coordinating with iTeam requestors to ensure notifications include all relevant information

•             Prioritize work and assignments within own organization, with clients, and integration across IT organizations

•             Manage daily client relationships

•             Answer Service Desk phone calls and/or emails during times of higher volume.

•             Manage business/IT priorities and risks associated with changes.

•             Provide customer feedback to the appropriate internal teams, such as infrastructure, NOS and Applications

•             Create and maintain a set of SOPs relating to common tasks and incidents.

Talent Management and Development of team (10%)

•             Attract, develop and retain talent in alignment with the organizational strategy and needs of the business.

•             Develop talent via cross training, assignments, formal education, and mobility.

•             Support teamwork via group initiatives, management meetings, communications, and cross functional assignments.

•             Manage direct and indirect reports.

REQUIREMENTS:

•             Bachelor Degree in Computer Science, Business or other related area required.

•             5 - 10 years’ Service Desk experience providing level 1 and 2 support.

•             Experience providing guidance/mentorship to less experienced team members.

•             Strong understanding and experience with PC technology (hardware/software).

•             Experience working with Service Now creating Dashboards, analyzing trends, and creating KPI reports.

•             ITIL Foundations Certification is a plus.

•             Broad understanding of technical/ business/ professional aspects of systems/ applications/ tools used in a client services environment