What are the responsibilities and job description for the Global IT Support Manager position at Lancer Container Lines Ltd?
Our Company
Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.
Summary
The Global IT Support Manager is responsible for overseeing the daily operations of the Global IT Support Team, ensuring efficient and effective resolution of technical issues. This role involves managing service desk operations, leading and mentoring support staff, and implementing strategic plans to enhance service delivery. This role will also monitor performance metrics, manage IT assets, and ensure compliance with organizational policies and industry standards. The initiatives and standardization implemented by the Global IT Support Manager will be applied to all IT Support to deliver exceptional customer support for Lancer Globally.
Key Performance Indicators :
- Service Level Agreement (SLA) Compliance : Measures the percentage of support tickets resolved within the agreed-upon timeframes as defined in SLAs. High compliance rates indicate that the support team is meeting its commitments.
- Customer Satisfaction Score (CSAT) : Gauges customer satisfaction through surveys or feedback forms after support interactions. High CSAT scores reflect positive user experiences and effective support.
- Ticket Volume and Backlog : Monitors the number of support tickets received and the backlog of unresolved tickets. This KPI helps manage workload and resource allocation.
- Employee Training and Development : Tracks the number of training sessions completed by support staff and their progress in skill development. This KPI ensures the team is continuously improving and staying updated with the latest technologies.
- IT Process Documentation : Ensure all systems and system activities are standardized and well documented to allow for proper training and pass down of systems knowledge, activities and support as well as adherence to all applicable auditing for NIST, JSOX, ISO and others as necessary.
Essential Functions
Knowledge, Skills, and Abilities
Education and Experience
Notice To Third Party Agencies
Please note that LANCER does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, LANCER will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, LANCER explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of LANCER.
EEO Statement
Lancer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
