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Laitram®

IT Service & Support Supervisor

Location:

New Orleans, LA

Category

Information Technology

Division

Laitram LLC
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Laitram, LLC offers an unparalleled opportunity for those who want to work for an established, global, yet consistently growing company, with opportunities for continuous improvement and career advancement.    

We are seeking an IT Service/Support Supervisor for our Corporate IT group who will manage our America’s Service and Support Team.  The ideal candidate is adept at team building in a technical environment while providing excellent customer service. Candidate must have experience dealing with and supporting Sr. Level/Executives.   This position will report to the IT Global Operations Manager and will be based in New Orleans, LA.


Responsibilities:

  • As part of the Global Operations Management Team, this person will help to define our global vision, help refine our processes and help maintain our service levels.
  • Supervise the Americas Support Team which is made up of network/desktop support analysts and administrators.
  • Maintain and grow our culture of providing service and support
  • Work with all departments to analyze and resolve ongoing issues
  • Develop metrics to measure service levels and drive change where needed.

Requirements:

  • 4-year College degree in the Information Systems or Business Administration with an IT specialization; or related work experience
  • Proven supervisory work experience in IT Service Management (ITSM)
  • Strong technical background in Desktop OS’s and Networking.
  • Thorough understanding of ITIL and ITSM best practices.
  • Experience with ServiceNow or similar ITSM system.
  • Proven analytical and problem-solving abilities.
  • Customer-service orientation; the ability to respond quickly and effectively to user needs. ​
  •          Outstanding organizational skills; ability to effectively prioritize and execute tasks in a high-pressure environment

  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Capability and willingness to participate in after-hours support rotation.  (on-call)

EOE/M/F/Vet/Disabled

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