IT Infrastructure Manager

hace 3 semanas

Monterrey, Nuevo León, México FLSmidth, Inc. A tiempo completo

Transform your career by joining FLSmidth, Inc. as an IT Service Manager and contribute to the development of sustainable solutions for a better future.

At FLSmidth, we believe in creating a better future with sustainable technologies, and we're looking for a detail-oriented IT Service Manager to manage our global IT Infrastructure Services. As an IT Service Manager, you'll be responsible for handling customer service interactions, reports, and repairs. You'll provide the highest level of customer service, develop lasting customer relationships, and manage service team members.

Key responsibilities include maintaining a strong working knowledge of all company standards and practices, as well as knowing the Digital department's supports and service models. You'll also be responsible for managing the IT infrastructure of all offices, ensuring equipment is well-maintained, and coordinating with different support teams to resume services quickly when there are outages.

The IT Infrastructure Site Management team is part of the Critical Infrastructure domain, which provides hands-on services to FLSmidth employees. Globally, you'll be responsible for site management on IT infrastructure, ensuring end-user hardware requirements are met, and providing physical support on IT issues.

As an IT Service Manager, you'll be responsible for:

  • Delegating and directing service tasks, monitoring project progress, and managing service team members to ensure team objectives are met.
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure satisfied users.
  • Understanding asset requirements, procuring and stocking them for use when needed in sites, and maintaining the CMDB to reflect the IT asset inventory.
  • Coordinating and resolving priority incidents by contacting the service desk, working closely 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 leadership techniques and proven problem-solving methods.
  • Understanding how to make changes to the company knowledge base to anticipate the needs of technical associates.
  • Analyzing and auditing work and customer service to ensure 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 company adherence to these regulations, and remaining current on process and policy.

Requirements:

  • Minimum bachelor's degree in business, administration, or 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 and 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 in 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.

At FLSmidth, we're committed to creating a diverse and inclusive workplace. We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is.

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