Service Desk Manager NA (5853-292)

It's an exciting time to be part of the IFF IT team at our Union Beach, NJ location. With Frutarom combined; IFF is 129 years old, has greater than $5BB Revenue, contains over 13,000 employees, supports 160 locations, serving 33,000 customers with 150,000 products. IFF is transforming our services to meet the heightened expectations of a highly creative, international and mobile workforce. IFF is seeking an innovative thinker to manager the NA arm of our Global Service Desk. Working alongside our Service Desks in Manila, Tilburg and Sao Paulo, the future NA Service Desk Manager is responsible for leading a team of analysts to support our IFF team worldwide in English and Spanish. As part of the Digital Workplace Servicing team, Service Desk are the single point of contact for our internal customers for all things IT.
You will spend your time???
Managing your team; Hiring, helping, evaluating, coaching and mentoring them to become the best they can be.
Ensuring the highest level of end user satisfaction through quick and skilled support, 24/5 on weekdays and through on-call support in weekends.
Making sure all tickets are recorded, resolved or dispatched in a timely fashion, of high quality and compliant to ITIL guidelines.
Manage transition of new and updated services to Service Desk and Local IT teams.
Create and maintain checklists, knowledge articles and FAQ's, both for IT and our end users.
Providing strong Governance of Service Desk activities by providing compliance and performance metrics.
Manage and control the budget for the NA Service Desk.
Handling escalations and follow up with dissatisfied survey respondents.
Required Skills
Ability to translate organizations goals and objectives into the deliverables
Excellent written and verbal communications skills, in English and preferably Spanish.
Highly self-motivated and directed.
High level of analytical and problem-solving abilities.
Excellent attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to coach and train team members and colleagues
Ability to create clear and insightful reporting in ServiceNow and Excel
Proven experience developing and implementing innovative Service Desk support solutions
Required Experience
Must have at least 5 years management experience in a global Service Desk environment
Bachelor's degree or higher in computer science or related discipline.
ITIL Foundation certification
Preferred Skills, Knowledge and Experience
Experience using and supporting ServiceNow ITSM tooling
One additional language besides English, e.g. Spanish, Mandarin, Dutch, Portuguese
Experience using telephony ACD tools such as Interactive Intelligence or OpenScape
Experience supporting SAP
Prince2 Project Management certification
Experience supporting mobile solutions and platforms (smartphones, tablets)
Comptia A+ and Network + certification
Leadership Behaviors
This position will require the applicant to collaborate closely with other IT managers and senior leaders globally in supporting an extensive and sometimes complex technology environment. In addition, collaboration is required with the other IT and non-IT groups as the situation dictates.
Our business is fueled by a sense of discovery; by consistently asking "What If?" To learn more about the possibilities please visit IFF.com

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