Information Technology Help Desk Supervisor

Devro (Scotland) Limited - Sandy Run, SC

Full-time - Mid Level

Sandy Run, SC

Chemical Manufacturing

About the position

The Information Technology Help Desk Supervisor at SARIA Food & Pharma is responsible for overseeing the IT service desk operations, ensuring excellent service delivery, and acting as a key contact for escalations. This role involves managing a team, optimizing processes, and providing regional support for IT projects and issues.

Responsibilities

• Participation in all IT Service Desk - Line 2 (approximately 80% of time)
• Assume delegated duties to assist IT Service Desk Manager from time to time
• Point of escalation for general IT Service Desk team internal queries
• Delivery of new IT Service Desk staff onboarding process
• Overseeing of 'On Call' rota scheduling
• Proactive 'Fixer' and team coordinator for urgent support requests in their region
• Providing regional assistance with project execution
• Providing regional assistance with IT Business Partner messaging
• Providing coordination assistance for active problems (multi-incident/IT Service Desk Specialist dependencies)

Requirements

• Minimum 4 years' experience in a Service Desk environment
• Excels in management and the optimization and realization of excellent services, processes and team performance
• Achieves results through analytical skills, guiding action and recognizing and developing talents and competencies of employees
• Resolves (unique) less well-defined practical issues, that require specialized knowledge, analysis and overview
• Oversees how decision-making and actions impact other job positions and departments
• Capable to set up structures and systems
• Confident and pragmatic approach to identifying and raising issues with line management alongside excellent prioritisation skills