Posted 1 month ago

Manager, IT Infrastructure & Service Desk – Americas

Company: Viskase
Category: IT


Type: Full Time

Viskase is seeking an IT Infrastructure and Service Desk Manager to join their team. The IT Infrastructure and Service Desk Manager is responsible for infrastructure and end user support for North and South America. This role is also responsible for management of the service desk. Local IT staff in the plant locations will report directly to this individual. They will participate in the planning, coordinating, and directing of IT related projects and process improvement tasks. Essential Responsibilities:

  • This position is both a supervisory and a hands-on position. This position will be required to participate in end user support tasks and is a technical hands-on role.
  • Build and maintain a strong relationship with the business and internal IT teams.
  • Manage the IT team with oversight on projects, reporting, problem, incident, and change management.
  • Provide recommendations to IT leadership for process improvements and technology innovation.
  • Assist with the preparation of OPEX and CAPEX budgets.
  • Monitor and manage performance of the team and provide mentorship to direct reports.
  • Travel to different Viskase sites and provide direction and hands on assistance as needed.
  • Work with the IT manager and teams in EMEA and APAC to set standards and innovate globally.
  • Manage and lead a team of IT technicians located globally, ensuring high-quality service delivery and adherence to SLAs.
  • Oversee the day-to-day operation of the service desk, including incident management, request fulfillment, and problem resolution.
  • Develop and implement service desk policies, procedures, and best practices to optimize service delivery and improve customer satisfaction.
  • Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
  • Coordinate with other IT teams and departments to escalate and resolve complex technical issues in a timely manner.
  • Collaborate with HR to recruit, onboard, and train new service desk staff, ensuring they have the necessary skills and knowledge to perform their roles effectively.
  • Act as a point of contact for senior management, providing regular updates on service desk performance, issues, and initiatives.