Company: Illinois State Toll Highway Authority (Illinois Tollway)
Category:
IT, Management
Downers Grove
Type: Full Time
The Illinois Tollway seeks an IT Enterprise Customer Service Manager who will be responsible for managing the support desk team, defining the best practice processes required by the Team to effectively support the Tollway end users with any technical or access-related issues they may encounter, and identify and produce the reporting necessary to meet the needs of the Senior I.T. leadership team. The Enterprise I.T. Customer Service Manager’s responsibility includes oversight and reporting for the following areas:
Communications – Communicate with Tollway I.T. customer base and leadership regularly using both written and verbal skills to apprise them of procedure changes/additions, significant service interruptions, or pending changes to the technology used by Tollway. Regularly collaborate with them to improve processes and performance. Ensure timely and accurate reporting of incident status/resolution.
Reporting – Develop performance metrics for the Team and regularly update the I.T. Leadership team with reporting on those metrics.
Team Management – Monitor customer performance trends based upon a set of predetermined Key Performance Indicators (KPIs); Track, understand, and be held accountable to various team metrics, such as quality assurance scores, average ticket close times, first call resolution, overall team production, and more. Track and control costs without impacting the performance of agreed S.L.A.s. Drive behavior necessary to meet and exceed these S.L.A. targets based on Team KPI measurements. Ensure those processes are fully implemented and monitored to meet the performance expected by the Senior I.T. Leadership.
Team Growth – Develop and implement a program to ensure that the support team skills stay current and are forward-looking to ensure the Team has the skills needed as new technology emerges and is implemented. Coach, mentor, motivate, and manage team members, influencing them to take positive action and accountability for their assigned tasks.
Quality Management – Recognize and recommend operational improvements to increase team performance. Identify pain points and communicate proposed resolution/s to I.T. Senior Leadership. Ensure that the Team provides off-hours (24X7X365) support for revenue and public safety-related issues.
Manage Hardware inventory and software licensing – Make recommendations on hardware and software upgrades and ensure that inventory for both is kept up to date. Decommission and dispose of older hardware at regular intervals according to Tollway practices. –
Manage Ticket Tracking Tool – Manage the TrackIt/ServiceNow ticketing system and ensure it is kept up to date and current, as well as recommending enhancements and upgrades.
Executive Buy-in: Ensure that there is buy-in from I.T. leadership for any proposed changes to processes and standards.
Employee Training: Ensure that the Tollway staff is adequately trained on any new/changed technology introduced on the roadway that must be supported.
Security: Ensure that the desktop and related systems are updated with the latest patches and upgrades. Work with the security and audit teams to meet all security/audit requirements.
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Peek Inside: At this location, we offer our customers a wide range of manufacturing capabilities, from CNC machining all the way to complete product assembly and fulfillment.
Fun fact about our company: a robot works right alongside our machinists to produce parts with quality and efficiency!
You would like to work at our company if
you are interested in the wide range of evolving technologies, processes and creativity that go into the world of modern manufacturing.
In the next year, we expect to hire CNC machinists
To get that job, you typically need a high school diploma and vocational or technical training in machining. We offer additional on-the-job training once a new machinist with the foundational skills and experience joins the team so they can continue to master their craft.
Our best machinists have: a passion about the art and science that goes into taking a raw piece of metal or plastic and forming it into a high-precision design.
CNC Machinists From this position, you could grow into
Master Machinist
Machining Business Manager
Owner of your own machining business
In the next year, we expect to hire Assembly Operators
To get that job, you typically need a high school diploma, a mechanical aptitude and a willingness to learn and closely follow processes and work instructions.
Our best assembly operators are eager learners and pay attention to details. They enjoy working on different types of mechanical work every day.
Assembly Operators From this position, you could grow into
lead operator
supervisor
manufacturing manager
FEATURED ORGANIZATION:
Company Name: The Jel Sert Company
DuPage Location: West Chicago, IL
Total number of employees in DuPage: 900 during peak season
Peek Inside
The Jel Sert Company is a leading manufacturer of food and beverage products. For the past 20 years, our team has been dedicated to establishing an exemplary manufacturing infrastructure that supports the needs of some of the world’s largest Consumer Packaged Goods and pharmaceutical companies.
Jel Sert is committed to providing employees with development opportunities as we are invested in their long term success and advancement within the organization. An individual development plan assists employees in career and personal development and allows employees to reach short and long term career goals.
You would like to work at our company because
We are committed to attracting the best talent and developing our employees to exceed their potential. Our employees take pride in their work and are always looking for ways to contribute their ideas, skills, experience, and passion. We reward and value creativity, professionalism, teamwork, honesty, and longevity.
In the next year, we expect to hire 2-3 technicians
To get this job, you typically need a Minimum of 3 years’ experience working with electrical, hydraulics, programming, and mechanical PLCs is required.
We pay $2.00 per hour shift differential for all time worked on 3rd shift. *Rate of pay depends on one’s experience, education, and skills.
Our best technicians have: Strong mechanical and electrical skills Additionally, someone that takes pride in their work, is honest, creative in their ideas, and works as a professional in a team environment.
All Technicians are sent to College of DuPage for classes. Technicians are scheduled for a series of six mechanical and six electrical classes. Classes are during work hours, so Technicians are paid for their time in class. We adjust their hours to spend half their shift on the floor and the balance in the class. Jel Sert pays for this training which includes classroom and lab work. All Technicians are involved in this training despite their experience level.
TECHNICIAN
From this position, you could grow into
