Lead the service desk team to ensure service continuity and performance levels are achieved. This position will manage help desk specialists and hardware technicians as well as coordinate and escalate service requests to the internal or external technical experts to ensure end-to-end service delivery expectations are achieved or exceeded.

SUPERVISORY RESPONSIBILITIES

Will manage multiple regional teams up to 20-25.

EDUCATION

Four-year college degree in related field or equivalent experience.

QUALIFICATIONS AND EXPERIENCE

• A dynamic leader with at least 4+ years relevant management experience in a support or operations team.
• Previous experience managing service desk in an engineering/construction services organization is a plus.
• Previous experience guiding a new team through changes to mature operation.
• Experience and thrive working at a fast-paced environment.
• Embody a user-first mindset. Consistently put yourself in the shoes of the user and make decisions with the user in mind.
• Used to operating with a data-driven mindset. Proven ability to use thoughtful business judgement in decision making, perform analysis, highlight key learnings, and form and execute a strategy.
• Exceptional communication skills. Candid and clear and have a track record of communicating effectively to build trust in relationships, inspire a large and growing team, influence stakeholders and represent the team.
• Organized with great time-management and prioritization skills.
• Comfortable working independently and with a team.
• Day to day Management of the Service Desk and all activities.
• Ensures timely resolution and proper documentation of all IT help desk tickets received through an incident tracking system.
• Act as a single point of contact for key stakeholders regarding IT issues, queries and reporting relating to Service Desk.
• Liaising with appropriate Process Owners, Service Owners and Managers throughout the service management lifecycle to ensure appropriate introduction of new services and a fully informed and trained Help Desk Support team.

PREFERRED QUALIFICATIONS AND SKILLS

• ITIL v3 Certification.
• Experience managing ITSM and ITAM systems.
• Experience supporting VDI environment.

TYPICAL DUTIES AND RESPONSIBILITIES

• Day to day management of the Service Desk and all activities.
• Act as a single point of contact for key stakeholders regarding IT issues, queries, and reporting.
• Maintains and manages ticket queues.
• Escalates any critical or high priority issues to the relevant persons or teams.
• Lead in the development of good customer service practices.
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible.
• Maintain individual Personal Development Plans for each member of the Service Desk team.
• Conduct regular surveys of users to determine effectiveness of IT.
• Analyze ticket trends to surface potential issues or training opportunities.
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, and technical systems documentation.  Job success often hinges upon interpersonal communication and relationship development skills, and job tasks require frequent interchange and successful completion depends in large part upon effective interaction and communication with others.

MATHEMATICAL SKILLS

Basic mathematical and algebraic equations required.

PHYSICAL DEMANDS

Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This requires the ability to stand, walk, clear close and distance vision, depth perception and the ability to focus.

WORK ENVIRONMENT

Normal work environment will be a business office with moderate noise.  Occasionally, will conduct or participate in a field trip to operating plants, construction sites or other office complexes.  This may require exposure to outdoor weather conditions, loud noises, work near moving mechanical parts, electrical energy, construction equipment, vibration, fumes, chemicals and airborne particles.

ABOUT S&B

S&B is an exceptional full-service Engineering, Procurement, and Construction (EPC) company, proudly maintaining private ownership and operation for over five decades. With our extensive experience, we have successfully undertaken diverse projects across various industries, including Oil & Gas, Chemicals, Petrochemicals, Energy Transition, Power, and Pulp & Paper.  What sets us apart is our unwavering commitment to safety, timely project completion, and cost-effective solutions. Our proven track record speaks for itself, as we consistently deliver outstanding results while adhering to the highest industry standards. Moreover, our company culture is unparalleled, fostering an environment of collaboration, innovation, and excellence.  At S&B, we understand the value of our talented team, and we ensure they are rewarded accordingly. We offer a competitive compensation package and a comprehensive benefits program to attract and retain the best professionals in the field.

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