Cleveland-Cliffs is seeking an IT service desk manager in the information technology department. As the manager - IT service desk you will oversees the daily operations of the IT Service Desk function. This includes managing the people, processes, and technology of the in-house IT service desk and operations center, as well as managing the multiple contracted service desks. This role is key in setting future direction of the IT service desk function and IT operations center which includes Service Desk consolidation planning. In this role, you must continuously work to leverage all resources to improve the end user experience. This position is located at the Indiana Harbor facility.
Responsibilities:
Oversee requests, incidents, and problems as handled by both the Service Desk(s) and the Operations Center; review and identify recurring tickets.
Manage and coordinate urgent and complicated support issues.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Develop, implement, and maintain policies and procedures for Operations Center and Help Desk team members.
Work with IT SMEs to solve root cause of repeated issues to reduce incoming tickets.
Build/obtain training material for support staff while properly leveraging the company knowledge base.
Oversee the content within the company knowledge base and ensure top quality solutions are available to all IT support staff.
Schedule employee shifts and arrange backup as necessary.
Interact with internal and external customers.
Provide data and reporting of KPI's and trends to the IT department and others ad-hoc, weekly, monthly, and as needed.
Develop strategies for month over month improvement.
Develop Service and Business Level Agreements to set expectations and measure performance.
Develop an effective and workable framework for managing and improving customer IT support in the organization.
Work within the ITSM tool (Remedyforce) to improve and align functionality for the Service Desk and the Operations Center.
Advise management on situations that may require additional client support or escalation.
Manage vendor relationships with our contracted Service Desk providers.
Follow up with customers and review survey feedback to improve services, tools, and the support experience.
Design and implement short and long-term strategic plans for the IT service Desk function.
Manage projects within the larger IT End User Experience team.
Directly supervise union employees; collaborate with Labor Relations.
Be available for after-hours work when necessary.
Occasional travel required.
Minimum Requirements:
BS in IT field or equivalent work experience
Previous Help Desk Manager experience
10 years of IT Help Desk, operations center, or IT customer service experience
Preferred Requirements:
Prior experience with Remedyforce
Cleveland-Cliffs Inc. is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to careers@clevelandcliffs.com or call 1-(312) 899-3097 and let us know the nature of your request and your contact information. Do not email your application materials to this email address. Application materials sent to this email address will not be considered.
As a company, we are doing what we can to keep all our employees safe and healthy. It is the current expectation that ALL Cleveland-Cliffs employees will be vaccinated against COVID-19 as soon as possible. Before accepting an offer of employment you must certify that you are fully vaccinated. Cleveland-Cliffs reserves the right to require proof of vaccination.
Applicants for this position must be currently legally authorized to work in the United States on a full-time basis. The company generally does not sponsor candidates for temporary visas or permanent residency for this position.
Cleveland-Cliffs Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, national origin, age, military or veteran status, disability, sex (including sexual orientation and gender identity), genetic information, or any other characteristic protected by law. The following links provide information regarding your Equal Employment Opportunity rights and protections: EEO is the Law & EEO is the Law Supplement. We are a drug-free workplace and conduct pre-employment screening as a condition of employment.
