IT Service Center Supervisor

chsincT1
Baltimore, MN
United States
Category
Job Description

CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world.  We serve agriculture customers and consumers across the United States and around the world.  Most of our 10,000 employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.


Summary

CHS is hiring in the Information Technology department. We are seeking an IT Service Center Supervisor to oversee day-today IT Service Center operations. The IT Service Center Supervisor directs workflow, prioritizes work, and drives efficiencies to ensure the least possible impact to the business. The Supervisor is responsible for ensuring goals and objectives are socialized, measured, and achieved. This position is a subject matter expert for processes and procedures related to IT Service Delivery and the IT Service Center. Ensures adopted industry ITSM best practices and IT processes are followed, improved upon, and properly measured. Works to resolve complex and ambiguous support issues. Works with IT teams and business partners to identify opportunities make improvements. Knowledge of industry practices, techniques, and standards to improve team operational efficiencies and advance ITSM (IT Service Management) processes and procedures.


Responsibilities


  • Prioritize IT Service Center workload to align with service level targets and business requirements defined by need and impact.

  • Serves as a point of escalation for the most complex, ambiguous, and issue related events.

  • Responsible for team documentation, cross training, and service delivery quality.

  • Identifies opportunities to create and implement process improvements and drive efficiencies.

  • Responsible for ensuring defined service level targets are met within the team.

  • Maintains technical knowledge and skills related to supported technology and solutions.

  • Coaches team members on expertise and helps in high queue volume.

  • Ensures operational processes, goals, and guidelines are communicated to the team.

  • Collaborates with external teams to improve cross team efficiencies including knowledge transfer and escalation processes.

  • Identify and resolve process and support gaps.

  • Participate and lead in projects to improve IT Service Center people, processes, tools, and/or technology.

  • Works with external teams to understand and align with technology roadmaps and organizational impacts.

  • Identify tools and processes to position IT Service Center for success.

  • Assists in obtaining, retaining, coaching, and developing team members.

  • Provide regular performance feedback. Provides input to budget requirements, resource development and training needs for the team.


Minimum Qualifications (required)


  • High School Diploma or equivalent

  • 2+ years of experience working in a high-volume IT environment to include:

    • Level 1 and 2 trouble-shooting and support

    • Working in a process driven environment with metrics and KPIs

    • Supporting enterprise technologies (Microsoft Windows operating systems and Office 365)

    • Experience in leading teams or projects while aligning to organizational goals and objectives




Additional Qualifications


  • Bachelor's Degree in Information technology, Computer Science, Computer Engineering, Information Technology, Information Technology Management, or related field

  • Certification in IT Service Management including ITIL practices or equivalent

  • Strong understanding of IT Service Management best practices and ITIL framework

  • Extensive knowledge of current and emerging technologies including familiarity with Microsoft operating systems, mobile device platforms, network, and remote access

  • Ability to think and solve problems independently within the guidelines of the position

  • Be successful working in an environment with constantly changing or competing priorities

  • Identify priority items and organize work to complete those requests to meet deadlines

  • Able to document system process and procedures for tasks and project they are assigned


Physical Requirements


  • Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse


CHS offers a competitive total compensation package. Benefits include Health, Dental, Vision, Hearing, Life Insurance, Health and Day Care Savings Accounts, Paid Vacation, 401K, Company Funded Pension, Profit Sharing, Long and Short Term Disability, Tuition reimbursement, and Adoption assistance.


CHS is an Equal Opportunity Employer.


Employer