IT Service Manager

hace 4 semanas

Monterrey, Nuevo León, México 532 FLSmidth S.A. de C.V. A tiempo completo

Transform Your Career with Sustainable Solutions

At 532 FLSmidth S.A. de C.V., we're committed to creating a better future with sustainable solutions. If you're passionate about making a difference in the world, we invite you to join our team as an IT Service Manager.

As an IT Service Manager, you'll play a critical role in managing our infrastructure support for North and South America. Your responsibilities will include handling customer service interactions, reports, and repairs, as well as developing lasting customer relationships and managing the service team members.

Key responsibilities include:

  • Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives are met.
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure satisfied users.
  • Understanding the asset requirements, procuring and stocking them to be used when the users need them in the sites. Maintaining the CMDB to reflect the IT asset inventory.
  • Coordinating and resolving priority incidents by contacting the service desk. Closely working with L1, L2, and L3 teams to resolve user issues and reduce critical service downtime.
  • Monitoring department issues and client complaints to create methods to lessen recurring issues.
  • Anticipating business and team needs using proper leadership techniques and proven problem-solving methods.
  • Understanding how to make changes to the company knowledge base to anticipate the needs of your technical associates.
  • Analyzing and auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
  • Maintaining strong relationships with key stakeholders to improve user satisfaction and meet business expectations.
  • Helping to train new technicians to quickly understand the job role and perform their duties.
  • Maintaining a strong working knowledge of IT regulations, restrictions, and ensuring the company's adherence to these regulations, and remaining current on the process and policy.

What You Bring

  • Minimum bachelor's degree in business, administration, or a related field.
  • 5 years of experience in similar positions.
  • Previous IT infrastructure management experience.
  • Strong knowledge of IT setup in captive organizations.
  • Passion to learn IT tools, troubleshooting methodologies.
  • Vendor coordination to receive prompt services.
  • Ability to travel and work after hours when necessary.
  • ITIL knowledge is an added advantage.
  • Previous experience of troubleshooting hardware and software issues is an added advantage.
  • Advanced English.

What We Offer

  • Competitive benefit package including health, dental, and life insurance.
  • Christmas bonus (30 days of the monthly salary).
  • Saving fund.
  • Food card.
  • Vacation premium bonus.
  • An equal opportunity employer committed to creating a diverse and inclusive workplace.
  • A global network of supportive colleagues and growth opportunities.

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion.

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