Location: Springfield,OH, USA
From smartphones to solar panels, innovative technology is needed to create the devices we use every day. Silfex's silicon components help make that technology a reality.
At Silfex, we're the leading provider of precision silicon components used to make and operate semiconductor tools, which enable the trillion-dollar global electronics industry. Our company's products are integral to the semiconductor equipment and optical markets. The outstanding team at Silfex makes that possible - through our people, we help connect the world.
The successful candidate for this position will become eligible for a comprehensive set of outstanding benefits; to learn more about the benefits Silfex offers for this position check out:
Join our team and help us connect the world and support the technology of the future!
The IT Service Desk Manager will have responsibility for day-to-day operations of the 24x7 Service Desk/ IT operations to support our internal customers and business stakeholders at Silfex. This position will serve as the site leader for IT team at Eaton, OH. In this role, you will manage the Service Desk Tier 1 team who is the first point of contact between users of the systems supported and maintained by IT. You will own incident management discipline within IT and also work across business functions to understand and resolve problems. This is a hands-on IT management position. It requires the incumbent to have a broad IT Operations background and engagement in technology based solutioning.
Essential Duties and Responsibilities:
* Develop and ensure conformity for business processes, policies and procedures for the IT Service Desk and Incident Management.
* Provide leadership, development, mentoring and performance management for the IT Service desk team.
* Develop, establish and implement KPIs/measurable standards for service and problem resolution as they apply to IT Service Desk.
* Manage escalated issues. The service desk manager is the escalation point for any incidents, service requests or issues.
* Review shift staffing to understand who is working, their skills and how much capacity the service desk has for the day. The service desk manager may need to shift workloads among resources throughout the day.
* Provide incident management including managing escalations. Review current major incidents, scheduled outages and business events for the day to assess any adjustments to staffing plans.
Culture:
* Display a positive attitude and strong work ethic that reflects the Mission and Core Values of Silfex.
* Create and maintain a culture where workplace safety is part of everything we do. Provide the safest possible workplace to our employees by modeling and following all company safety policies, reporting any incidents or unsafe conditions immediately to Silfex management. Wear all PPE as required by work area or job function.
* Communication - Begin with the end in mind - Communicate boldly as well as effectively with empathy and respect to inspire teamwork and collaboration vertically and horizontally within Silfex.
* Assist in applying lean manufacturing concepts and 5S. Demonstrate ownership of continuous improvement ideas and activities. Maintain organization and cleanliness, housekeeping and 5S within work area. Maintain these areas at the highest degree possible while responsibly escalating any maintenance issues.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required
* Bachelor's degree.
* Minimum 8 years IT experience.
* Minimum 4 - 6 years in a management or lead position
* Experience leading a team of level I technicians.
* Excellent service-driven customer-focused skills
* Solid relationship management and performance management skills.
* Outstanding communication skills required, both to internal and external customers.
* Exceptional analytical and process improvement skills.
* Experience with development, maintenance, and integrity of Service Desk ticketing software.
* Experience with ITIL Best Practices
* Hands on experience working in Incident, Problem and Change Management disciplines.
* Understanding and/or experience with IT Infrastructure dynamics which include servers, network, monitoring, Azure Cloud, and data center is preferred.
Physical Demands:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to stand and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
The employee is occasionally required to lift up to 50 pounds. The employee regularly is required to lift up to 15 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
While performing the duties of this job the employee is frequently exposed to work near moving mechanical parts and fumes or airborne particles. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the environment is moderate.