Welcome to Ball Corporation, a global leader in sustainable packaging solutions. We are seeking a highly motivated and experienced Service Desk Supervisor to join our team and lead the development and optimization of our service desk operations. In this role, you will play a crucial part in ensuring the smooth functioning of our IT services by providing exceptional support to our internal customers. If you are a customer-focused, collaborative and detail-oriented individual with a strong technical background and leadership skills, we want to hear from you!
- Lead and manage the service desk team to ensure efficient and effective operation of IT services for internal customers.
- Develop and implement processes, procedures, and systems to improve the overall performance and productivity of the service desk.
- Monitor and evaluate service desk metrics to identify areas for improvement and implement solutions to enhance service delivery.
- Train, mentor, and provide ongoing support to service desk staff to ensure a high level of technical expertise and customer service.
- Collaborate with other IT teams to resolve complex technical issues and provide timely solutions to customers.
- Develop and maintain relationships with key stakeholders to understand their needs and expectations, and provide proactive solutions.
- Stay up-to-date with industry trends and advancements in technology to continuously improve service desk operations.
- Develop and maintain documentation of service desk processes, procedures, and policies to ensure consistency and quality of service delivery.
- Oversee and manage service desk budget and resources to ensure efficient and cost-effective operations.
- Ensure compliance with company policies and procedures, as well as industry standards and regulations.
- Identify and recommend opportunities for automation and process improvement to increase efficiency and effectiveness of service desk operations.
- Handle escalations and customer complaints in a timely and professional manner.
- Conduct regular performance evaluations and provide feedback and coaching to service desk staff.
- Foster a positive and collaborative work environment that promotes teamwork, open communication, and continuous learning.
Strong Leadership Skills: A Service Desk Supervisor At Ball Corporation Should Have Proven Experience In Managing And Leading A Team Of Service Desk Technicians. They Should Possess Excellent Communication Skills, Be Able To Delegate Tasks Effectively, And Have The Ability To Motivate And Encourage Their Team.
Technical Expertise: The Ideal Candidate Should Have A Strong Technical Background And Be Familiar With A Wide Range Of It Systems And Tools. They Should Have A Good Understanding Of Service Desk Processes And Be Able To Troubleshoot And Resolve Technical Issues.
Customer Service Orientation: Ball Corporation's Service Desk Supervisor Should Have A Customer-Centric Mindset And Be Committed To Providing Exceptional Service To Internal And External Customers. They Should Have Experience In Handling Customer Complaints And Be Able To Maintain A High Level Of Customer Satisfaction.
Problem-Solving Skills: As A Key Point Of Contact For It Support, The Service Desk Supervisor Should Possess Strong Problem-Solving Skills And Be Able To Think Critically To Resolve Complex Issues. They Should Be Able To Analyze Data And Trends To Identify And Address Recurring Problems.
Project Management Experience: The Role Of A Service Desk Supervisor At Ball Corporation Often Involves Managing Multiple Projects Simultaneously. The Ideal Candidate Should Have Experience In Project Management, Including Planning, Organizing, And Executing Projects Within A Given Timeline And Budget. They Should Also Have Experience In Tracking And Reporting Project Progress.
Quality Assurance
Data Analysis
Communication
Time Management
Team Management
Leadership
Conflict Resolution
customer service
ITIL Framework
Training and Development
Problem-Solving
Technical Troubleshooting
Communication
Customer Service
Emotional Intelligence
Leadership
Time management
creativity
Organization
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Service Desk Supervisor is $51,000-$70,000 per year. This can vary depending on factors such as location, experience, and the specific company or industry.
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Ball Corp. provides metal packaging for beverages, foods and household products, and of aerospace and other technologies and services to commercial and governmental customers. It operates through the following business segments: Metal Beverage Packaging, Americas and Asia; Metal Beverage Packaging, Europe; Metal Food and Household Products Packaging; and Aerospace and Technologies.
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