Devro (Scotland) Limited - Sandy Run, SC

posted 4 days ago

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
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