Job Description:

Overview

The IT Infrastructure and Service Desk Manager is responsible for infrastructure and end user support for North and South America. This role is also responsible for management of the service desk. Local IT staff in the plants locations will report directly to this individual. They will participate in the planning, coordinating, and directing of IT related projects and process improvement tasks.

Essential Responsibilities

 

• This position is both a supervisory and a hands-on position. This position will be required to participate in end user support tasks and is a technical hands-on role.


• Build and maintain a strong relationship with the business and internal IT teams.


• Manage the IT team with oversight on projects, reporting, problem, incident, and change management.


• Provide recommendations to IT leadership for process improvements and technology innovation.


• Assist with the preparation of OPEX and CAPEX budgets.


• Monitor and manage performance of the team and provide mentorship to direct reports.


• Travel to different Viskase sites and provide direction and hands on assistance as needed.


• Work with the IT manager and teams in EMEA and APAC to set standards and innovate globally.


• Manage and lead a team of IT technicians located globally, ensuring high-quality service delivery and adherence to SLAs.


• Oversee the day-to-day operation of the service desk, including incident management, request fulfillment, and problem resolution.


• Develop and implement service desk policies, procedures, and best practices to optimize service delivery and improve customer satisfaction.


• Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.


• Coordinate with other IT teams and departments to escalate and resolve complex technical issues in a timely manner.


• Collaborate with HR to recruit, onboard, and train new service desk staff, ensuring they have the necessary skills and knowledge to perform their roles effectively.


• Act as a point of contact for senior management, providing regular updates on service desk performance, issues, and initiatives.

Education and Requirements

• Bachelor’s degree in computer science or related field.


• Minimum 8-10 years of experience in a similar position and managing direct reports abroad.


• Experienced with; Windows server and desktop platforms, Networking, Active Directory, Exchange Online and M365 Suite- including InTune/EndPoint Manager, VMWare, SAN technology, GCP, AWS or Azure experience, backup systems, Solarwinds Service Desk.


• Strong knowledge of ITIL framework and best practices, with ITIL certification preferred.


• Proven experience managing a global service desk, including remote teams abroad and diverse cultural backgrounds.


• Excellent leadership and communication skills, with the ability to motivate and inspire a team in a fast-paced environment.


• Demonstrated ability to collaborate with other departments and staff at all levels of the organization.


• Experience in global manufacturing environment is a plus.


• Multilingual in Spanish, Polish, French, German, Portuguese, or any combination is a plus.

Thank you for your interest and consideration of a career with Viskase!

www.viskase.com

About Us

Viskase is a global powerhouse in the food packaging industry, renowned for delivering top-tier artificial casings and a comprehensive range of casings and nettings. With a remarkable legacy spanning over a century, Viskase has consistently revolutionized the meat processing sector. Notably, the company is responsible for manufacturing 30% of the world's hot dog casings, underscoring its dominant position in this market. What sets Viskase apart is its extensive global presence, boasting 11 manufacturing facilities and 9 sales offices strategically located in the United States, Canada, Mexico, Germany, France, Italy, Brazil, Poland, and the Philippines.

Viskase Companies Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Information Technology Management

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