THE POSITION
- Oversee IT Client Services group and ensure that end users are receiving appropriate assistance.
- Manage all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of Client Services functions.
- Contribute to problem resolution by giving in-person and hands-on expertise to end users or escalating the problem to 2nd level support.
- Manage staff’s daily activities ensuring timely and professional delivery of IT services.
- Leads and mentors’ direct reports providing technical direction and growth through development plans and performance evaluations, monitoring daily workload, project workloads and responsibilities.
- Accomplishing tasks on time and to a high quality, managing different deadlines and priorities
- Coordinates resources to meet customer expectation for a portfolio of projects, change requests, maintenance activities and IT support tickets.
- Clear communication to external partners/clients or internal stakeholders; flexing communication style to persuade others and influence positive outcomes.
- Prepare and report KPIs to IT business teams.
- Process assigned IT tickets based on defined SLA and/or escalate to responsible parties or 2nd level IT support.
- Participate in IT department on-call rotation schedule to support the plant's IT operation during after-hours or holiday time.
- Responsible for ensuring the integrity, reasonable response times, and availability of technology services. Accountable for monitoring and adherence to Help Desk Service Level Agreements
- Develops, promotes, and maintains standards for technology services, project management, technical system configuration, systems integration, testing, and training, and oversees these processes for implementations, upgrades, and other system changes. Ensures compliance with standards.
- Monitor and perform cybersecurity updates to relevant IT systems and devices.
- Support the Continental Business System (CBS) structure by participating in the applicable CBT meeting, reviewing, and managing his/her/team performance, conducting simple problem-solving using action sheets, identifying, and implementing improvement opportunities, participating in the CBT reviews, and taking ownership for presented parts of the team boards.
- Issue procedures and work instructions, ensure implementation of measures, and maintain controls.
- Raise awareness, ensure regular ESH training and provide information about ESH responsibilities and duties.
- Ensure immediate notification and response and initiate preventive measures in case of unsafe or polluting hazards.
- Demonstrate exemplary personal behavior in ESH and motivate others.
- Other duties as required by IT Manager
BASIC QUALIFICATIONS
- Bachelor degree in any IT related field; OR HS Diploma/GED and at least 10+ years IT professional helpdesk or IT support experience
- Minimum of 7 years’ experience in a 24/7 manufacturing or corporate operations supporting IT systems and/or IT client services; or 5 years’ experience if within Continental
- Preferably with experience in leading IT staffs in a supervisory or managerial capacity
- This role is an internal only position, external applicants will not be considered for this role
- Legal authorization to work in the U.S. is required. Continental is not able to offer visa support
- Continental is not able to pay relocation expenses for this opportunity
PHYSICAL REQUIREMENTS
- Ability to lift, push, and pull up to 25lbs
- Ability to stoop, twist, bend, kneel, walk for up to 8 hours
PREFERRED QUALIFICATIONS
- CompTIA A+ or N+, Microsoft technology associate (MTA), ITIL, and/or Certified IT Service Management (CITSM)
- Project management
EEO-Statement:
EEO / AA / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [email protected] or contact US Recruiting at 248.393.5566. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.
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