Job Listing Description

THIS JOB IS NO LONGER AVAILABLE. THIS IS ARCHIVAL INFORMATION.
IT Group Leader – Service Delivery and Integrations

Description:
The IT Service Delivery and Integrations Group Leader is responsible for day to day operations of the Service delivery and software support teams. This includes managing escalations to and from internal and external customers. The IT Service Delivery and Integrations Group Leader is responsible for managing the Service delivery and software support staff including schedules, task assignments, training and development, and personnel management. The person in this role will perform the function of a Service Delivery Manager in addition to the group leader responsibilities.

Responsibilities and Daily Activities
· General management - Supervision of employees on the Service Delivery and Software Support teams. Performance appraisals, new employee hiring and onboarding, employee talent management, training, etc. are also required.
· Assists in communicating and consulting with the Business, ITSG Groups, Project Management, and other internal groups as well as any external non-Belcan vendors or support agencies.
· Responds to, and acts upon Event Management Alerts and Notifications to reduce impact and cost to Business.
· Responds to and acts upon Site Security incidents and notifications; ensuring the appropriate individuals and groups are engaged when an incident occurs.
· Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
· Is accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
· Participate in project management activities, including assignments that do not meet project level requirements, but do require the same or similar responsibilities.
· Assists with IT Asset Management and Procurement to ensure the Business and their employees have the equipment needed to remain productive.
· Works with the business to identify solutions to unique opportunities.
· Monitor business needs and work with appropriate groups to fulfill these needs

Skills and Requirements
· Excellent written and verbal communication skills.
· Ability to communicate technical information to users, customers, and stakeholders with various computer knowledge skill sets.
· Willingness to support and mentor junior staff
· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
· Excellent problem solving, troubleshooting, and decision-making skills
· Exceptional customer service skills.
· A passion for Service Improvement
· Excellent conflict resolution skills
· Knowledge of ITIL disciplines
· Able to work under pressure and meet deadlines
· Able to demonstrate a high degree of flexibility including out of hours working
· Able to manage sensitive and sometimes confidential information

Environment
Office setting; use of work phones, computers, printers, and general office equipment.

Physical demands: minimal exertion; ability to occasionally bend and lift up to 50 pounds.
Travel: <5% -- Occasional travel to local offices for on-site support. Distance between buildings varies per city. Occasional travel to remote US locations as needed. QualificationsCollege degree or equivalent work experience. Experience: 5+ years in computer support and/or customer service including direct interaction with business stakeholders

Job Number: 318061
Job Location: Cincinnati, OH
Rate: --
Per Diem: --
Overtime: --
Start Date: --
Input Date: 11/11/2021
Last Updated: 12/28/2021

Firm Name: BELCAN TECHSERVICES
Attention: SarahVallejo
Address: 7820 REDSKY DR
City, State: CINCINNATI, OH 45249
Phone: 513/432-2995
800 Phone: 800/945-1900
Website: www.belcan.com

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