Descrição
Manager Site Support EMEA - INF1170
At NSF International, our mission is to protect and improve human health. We’re a global leader in standards development, testing, auditing, certification and training. We provide these services for a diverse set of industries including food, water, health sciences, sustainability and management systems. We’re passionate about the work we do, because together, we have a broad impact on our world.
Our nearly 3,000 employees provide services in over 170 countries through our many global offices, at our client sites, from home offices and in state-of-the-art laboratories. We’re growing fast, and that’s where you come in. Come join our team.
Description
PRINCIPLE ACCOUNTABILITIES
- Lead regional site support team by monitoring incidents and requests. Ensure all incidents are resolved and requests are completed in a timely manner as per the core operational practices.
- Work with global management to develop, manage and report on support KPI efforts through service level management practice.
- Liaison with the respective service owners to create and maintain knowledge documents to increase technical knowledge of regional and global team members.
- Lead the efforts to develop and improve support practices & processes including incident management, request fulfillment management and knowledge management; work with regional and global management to set direction for global site support teams.
- Responsible for managing and supporting end point devices within the EMEA region.
- Lead coordination of team members to assist with infrastructure implementation and support.
- Participate in problem management activities.
- Provide 2nd level troubleshooting assistance for team members when needed.
- Continuously enhance technical and problem-solving skills of team members through in house developed training and course selection.
- Liaison to both internal department management and external business users.
- Responsible for delivering high level of customer service.
- Ensure that team members are monitoring the daily intake of tickets to ensure that any incidents or requests are addressed immediately by coordinating with the appropriate support staff and communicating to the respective user groups impacted.
- Available for critical after-hours incidents.
Qualifications
PROFILE
- Bachelors or masters degree or equivalent experience.
- Significant experience in relevant area
- Demonstrated ability to build and lead teams, including selecting and developing talent, coaching team members and managing performance resulting in high performing teams
- Excellent written and verbal communication skills
- Ability to work in a fast-paced environment and ability to multi-task
- Strong interpersonal, problem solving and analytical skills
- Well organized and high level of customer service skills
- Experience with supervising and mentoring team members
- Experience working in JIRA ticket management systems (preferred)
- ITIL V3 or V4 certified (preferred)
Remote Work Category: Yes
Job: Information Technology
Primary Location: ZA-ZA-Stellenbosch
Schedule: Full-time