It Services And Support Lead

With around 480 locations in over 40 countries, thyssenkrupp Materials Services is the biggest materials distributor and service provider in the western world. The broad service spectrum offered by the materials experts enables customers to focus on their individual core business. The area of Materials Services spans two strategic areas: global materials distribution as one-stop-shop from steel and stainless steel, tubes and pipes, nonferrous metals and specialty materials to plastics and raw materials and tailored services in the areas of materials management and supply chain management. An extensive omnichannel architecture offers 250,000 customers worldwide cross-channel, round-the-clock access to more than 150,000 products and services. A highly efficient logistics system ensures that all requested services are smoothly integrated into customer production processes just-in-time or just-in-sequence.

thyssenkrupp Materials NA is a subsidiary of the internationally operating thyssenkrupp Group. Headquartered in Southfield, Michigan, thyssenkrupp Materials NA is a leading provider of production materials and integrated service solutions with almost 2,900 employees and more than 95 locations in North America. With annual sales of $2.9 billion, the company is focused on value-added processing and distribution of a full line of aluminum, stainless, copper, brass, specialty metals, steel, and plastics products. Supply chain management, transportation and logistics, and production support outsourcing solutions are among the many services provided to customers. Business units include Copper and Brass Sales, Engineered Plastics, Ken-Mac Metals, OnlineMetals, thyssenkrupp Steel Services, thyssenkrupp Supply Chain Services, and thyssenkrupp Materials de Mexico.

Your responsibilities

The IT Services and Support Lead position is part of the "Service and Support" team and reports to the End User Services Manager.

Requirements

• Excellent verbal and written communication skills
• An active / empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Ability to clearly and accurately communicate processes and procedures verbally and in writing
• Ability to produce management information reports from ITSM systems
• Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Experience of developing professional and effective working relationships with customers and key stakeholders
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team

Primary Responsibilities:

• Coordinate the service desk team members in their daily duties of attending to clients who contact the service desk to make inquiries and facilitate good customer service culture in team members
• Evaluate and assess service delivery performance metrics and carry out surveys on clients to weigh the level of service delivery in the company
• Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.

• Manage Service Desk Services and SLAs

Additional Duties and Responsibilities:

• Improves customer service, perception, and satisfaction
• Ability to work in a team, lead by example, and communicate effectivity
• Escalates service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their business activities
• Documents internal processes and procedures related to duties and responsibilities

• Responsible for entering time and expenses as it occurs

• Perform any and all other duties to the best of one's ability as assigned by supervision
• Ensure 24x7x365 support model
• Travel when required for support and meetings

Your profile

Qualifications

• 5+ years experience in Service Desk Operations or delivery of IT support services

• Knowledge and experience of best practice in customer service and/or IT service management
• Experience of coaching and/or mentoring staff

• Working knowledge of IT service management best practice framework (e.g., ITIL) and familiarity with ITIL V3; ITIL V3 certification a plus
• 4 year College Degree (preferred) in Computer Science, Management or other formal Technical Academic diploma program or related studies
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• PMP certification a plus

Your Benefits With Us

Contact

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