Senior Manager - IT Service Desk

Location : St. Louis MO

City : Chesterfield

State : Missouri (US-MO)

Country : United States (US)

Requisition Number : 24823

Overview:

The IT Service Desk Senior Manager supports the corporate enterprise by providing consistent and rapid resolution to first level technical support and offering continuity in hand-off practices to higher level technical teams when necessary. Making sure to enforce the agreed to standards and rules is a critical component in having consistent and actionable data within the support team toolsets. Utilizing all available support team tools to combine data for real time reporting and views into the overall health of the technical landscape. Day-to-day activities will require personable coaching to the support teams, guiding direct reports, and supervising highly visible scenarios when needed. Encouraging team members and first line support personnel to be highly positive will be critical to the overall success of the group and the role. Consistently look for process improvements and be able to show the benefits of upcoming changes that are targeted to help meet financial and operational needs.

Responsibilities:

• Manages on site and remote teams, across time zones, to deliver excellent support experiences
• Leads troubleshooting and resolution in multiple operating systems, enterprise systems, and with multiple hardware platforms
• Defines and leads based on service level agreements
• Develops business cases and gathers requirements to continually make improvements to the support process
• Creates a team-oriented approach for service execution, inspiring teams with best practices and creating an environment where they can bring their own ideas
• Builds relationships with customers, peers, and team members
• Proactively manage all day-to-day aspects of Service Desk Operation (e.g., timecards, budgets, staffing)
• Monitor, review, and report performance in real-time, and takes action to improve when needed to minimize negative consequences

Key Performance Indicators:
• Organize Service Desk teams into one Global delivery organization with a single-entry point into IT services• Update incident standards as needed and ensure all global and regional teams adhere to agreed upon usage• Transition all regional change documentation and signoff processes to one global standard• Create automated reporting in ServiceNow for master data compliance and missing key data points that are essential to deliver consistent incident responses• Publish a yearly forecasted roadmap of ServiceNow upgrades• Identify support trends and unexpected spikes in support requests• Partner with Communication group and publish regular support "tips" and relevant "FAQ's"

Experience/Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Engineering, or other related discipline
• 10+ years of prior relevant experience in a servicing environment
• Strong software, computer, and technical skills
• Experience working in global teams
• Proven ability to inspire and motivate team members who deliver customer service
• Excellent command of written and spoken English
• Ability to work under pressure
• Open to learning and keeping own knowledge and skill set current and evolving
• Willing to work during international customer business hours as required
• Experience with both computer and mobile device enterprise management systems
• Experience with ticketing systems including reporting and analysis
• Extensive knowledge of ServiceNow platform, to include:
  • Licensing metrics
  • Automation roles and their impact to licensing
  • Reporting modules and their interfaces
  • CMDB capabilities
  • Incident workflows and template configurations
• Ability to make IT metrics visible from available dashboards within ServiceNow
• Security first approach in new technology deployments and reviews
• Strong communication and team management skills for a globally distributed team
• Create technology roadmaps with coordinating timelines
• Ability to handle multiple demands, shifting priorities and fluid situations

Bunge (NYSE: BG) is a world leader in sourcing, processing and supplying oilseed and grain products and ingredients. Founded in 1818, Bunge's expansive network feeds and fuels a growing world, creating sustainable products and opportunities for more than 70,000 farmers and the consumers they serve across the globe. The company is headquartered in St. Louis, Missouri and has 25,000 employees worldwide who stand behind more than 350 port terminals, oilseed processing plants, grain facilities, and food and ingredient production and packaging facilities around the world.

Bunge is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability or military or veteran status, or any other legally protected status. Bunge is an Equal Opportunity Employer. Minorities/Women/Veterans/Disabled