IT Manager

ObjectiveThe IT Manager User Support oversees several key functions within Symrise Americas LATAM North Region that enables the delivery of high-quality Service to end users, and ensure Service Support andService Delivery processes are in place to meet business needs. This position is a stakeholderfacing role, and requires that you establish and manage expectations within the business and drivethe IT User Support team to achieve those expectations to a high standardResponsiblitiesService Management- Maintain high-performing service support functions, including an IT Service Desk, Desktop- Support and VIP Support- Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of- performance in these processes, accurate reporting, and establishing service improvement- activities when required- As an owner of the escalation process, the Service Delivery Manager will take ownership of- significant incidents to ensure coordination of resolving parties, effective communication to- stakeholders and post-incident review- Monitor, control, and support service delivery; providing systems, methodologies and- procedures are in place and followed- Champion Service and Support in projects and develop a strong understanding of- projects impacting your service area and ensuring service impact is minimized and agreed- Be accountable for the quality of Service and performanceMeeting Support- Deliver Presentation and Audio-Visual support, ensure meeting room technology- is maintained to high standards and routinely checked to ensure high levels of availability- Ensure that training services are in place to educate staff on how to use the meeting room and- collaboration technology effectivelyTechnical- Lead the End User Support team to improve desktop computing continually- environment- Manage the desktop computing environment to ensure that laptops, PCs, and other accessdevices are built and maintained to high standards of performance and security- Make recommendations for Service Improvement Plans and ensure actions are followedthrough to completion promptly- Work with internal and third-party teams to ensure activities are taken and completed toprotect and improve services- Provide regular and accurate management reporting on IT Service performance- Effectively deliver/manage Staff Management including recruitment, mentoring, training,target setting and performance assessment- Be an ambassador for IT, working across the business to provide effective communicationon IT matters and build relationships with other teams to ensure effective dialogue betweendepartmentsAll Other Duties Assigned**Profile**- Able to demonstrate the ability to undertake the above responsibilities- Ability to speak English Proficiently- A passion for Service Improvement- Experienced Service Management professional- Previous experience as a Team Lead or demonstrable experience in leading virtual teams- Experience of managing 3rd parties and 3rd party delivered services- Service Management or Support in a large-scale and diverse environment of incident- management, escalation procedures and related disciplines- Expert knowledge of ITIL disciplines- Excellent leadership and people management skills- Excellent written and verbal communication skills- Willingness to support and mentor junior staff- Excellent customer facing/customer service skills- Able to work under pressure and meet deadlines- Able to demonstrate a high degree of flexibility including shift and out of hours working- Excellent organizational skills- Able to manage sensitive and sometimes confidential information- Self-motivation and able to take responsibility- Able to manage and prioritize and tasks and time efficiently- Able to demonstrate initiative and a proactive approach to daily tasksJob Reference: LA00617