Primary Responsibility :

The Sr. Manager, IT Customer Service is responsible for the Service desk and End-user computing teams initiation, design, transition, ongoing maintenance, support, and continuous improvement of the Americold Customer Service Team across the entire IT service management lifecycle.

What You’ll Do :

• Handle critical incidents with a sense of urgency and quality to create a positive customer service experience. Keep critical stakeholders updated.
• Take full accountability and ownership of customers’ issues and follow problems through with an end-end resolution.
• RCA follow-up, drive improvements where needed. Work across teams to ensure ITIL Problems are well-defined and tasks are being delivered to close out issues and ensure non-recurrence.
• Develop and establish agile and customer-focused service procedures, policies, and standards.
• Demonstrate exceptional communication skills and document customer service actions and outcomes.
• Apply best practices for helpdesk and desktop support processes and address areas of improvement.
• Ensure 3rd-party partners delivers the expected quality and within KPI targets
• Work to move all routine IT tasks, incidents, and routine changes to customer service. Track and publish progress.
• Build a process-oriented high-performance team that is KPI driven with Customer empathy and focus.
• Effectively manage the Service Desk and Desktop team and achieve continuous improvements.
• Effectively manage IT operations managers and achieve continuous improvements
• Adhere to SLAs and ensure customer service is timely and accurate such as First Customer Contact, First Contact Closure, Customer Satisfaction, Average Speed of Answer, Call Abandonment, Mean time to Respond, Mean time to Resolve, etc. are met. Targets should be defined for 3rd party partners and measured daily.
• Develop and analyze daily, weekly, and monthly reports and statistics on Service Desk KPIs. Prepare monthly reviews with key executives to review progress or improvement plans.
• Identify opportunities for service improvements. Leverage run books and automation to ensure professional execution and continuous learning
• Liaise with appropriate Process Owners, Service Owners, and Managers throughout the service management lifecycle to ensure the appropriate introduction of new services and a fully informed and trained Service Desk team.
• Effective Vendor Management is required to ensure adherence to contractual terms and service delivery requirements and performance. Ensuring the Vendor and its agents are fully trained on Americold SOPs, processes, and delivery requirements.
• Collaborate with vendor management teams to ensure effective contract management, financial controls, and partner service escalations.

What Experience and Education You Need :

• Bachelor’s degree in a computer-related field or equivalent combination of education and experience.
• 15+ years of experience in IT
• 10+ years of ITIL Experience with ITIL V3 framework and at least an ITIL intermediate certificate in Service Operation.
• 10 years of technology helpdesk/service desk, with supervisory experience or a combination of education, training, and progressive work experience.
• Requires good management and interpersonal skills and demonstrates strong written and verbal communication skills.
• Requires experience in dealing with large-scale information systems projects and service delivery. Excellent problem solving and analytic skills to effectively address the needs of customers.
• Must have experience handling problem issues and notifications and works well in a fast-paced and dynamic environment.
• Experience with driving change management programs is essential.
• ITIL V3 Foundation Certificate in IT Service Management is a plus
• Experience in information technology warehouse management systems support such as JDA and Korber is a plus

What Could Set You Apart :

• Ability to articulate a vision and goals for the staff and organization. Demonstrated ability to empower and develop a team to perform with a high mentality around providing excellent customer service.
• Proficiency using the Microsoft Office suite of products.
• Project management skills are beneficial.
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc., at all levels of the organization is essential.
• Strong organizational skills – the ability to effectively manage multiple tasks simultaneously.
• Proven troubleshooting skills within a supportive environment, including a strong sense of commitment and drive towards incident resolution.
• Ability to facilitate conversations with large groups of remote people.
• Client focus and ownership - displays initiative and a proactive approach to work.
• Ability to preemptively consider and address likely customer questions and concerns.
• Ability to manage multiple activities at one time in a high-pressure environment

Physical Requirements :

The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
• Requires manual dexterity with normal hand and finger movements for typical office work
• Talking, hearing, and seeing are important elements of completing assigned tasks
• Requires visiting facility environments in temperatures at or below freezing
• May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds
• Requires the use of various electronic tools
• Occasionally works evenings or weekends in order to complete objectives or to attend meetings
• Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes
• Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What We Offer :

Our associates know the answer to the question What’s in it for me We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.

Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
EOE/AA M/F/D/V DFW.