LS/IT Customer Service Manager
Apply NowCompany: NewCold
Location: Chicago, IL 60629
Description:
LS/IT Customer Service Manager
Build thefuture of foodAt NewCold, we're shaping the futureof the food supply chain. Our warehouses and transportnetwork connect the world's major food manufacturers with retailers and food service providers.
Join a collaborative team of doers,innovators, and engineers who are dedicated to making a real impact. Togetherwith advanced robotics and cutting-edge technology, we're not just keeping upwith the times -we're pioneering smarter, more sustainable operations to keep theworld's food fresh and safe.
To support our rapid growth, we're constantly looking for talented people to join our team. Want to be a part of a dynamic, forward-thinking environment? Join us!
Your role as a LS/IT Customer Service Manager
Key responsibilities:
The LS/IT Customer Service Manager reports tothe Regional IT Director and is responsible for managing the Logistical Systems(LS) and IT support teams of functional and technical professionals who supportcritical systems. With responsibilities such as anticipating production needs,resource planning, and prioritizing/coordinating staff development, thisprofessional is in a "lead by example" position and the ideal manager will havehands-on experience.
The LS/IT Customer Service Manager rolerequires the ability to delegate as much as it requires the ability to diveinto challenges through leadership and action. Working to help facilitate thegoals and objectives of site operations, it's their responsibility to ensurethat the support team maintains high standards in skills, problem resolution,clear communication, and industry best practices.
It is this manager's responsibility translatingorganizational direction into specific team and individual job expectations,managing performance through effective monitoring, coaching, and feedback.Through their actions, aligned with the definition and enforcement of policies,guidelines, and user support standards, it's their responsibility to maintain and/ordefine a fair level of SLAs, in accordance with business needs.
Key deliverables, such as executive summaries,KPIs, lessons learned, crisis management reports, and ticket reports aresourced from this manager, who is also ITIL capable.
Salary
$100,000 - $124,000 plus bonus
The LS/IT CustomerService Manager must be aware of client needs, company goals and employeecoordination to bring an activity to completion. Most of the activities theymanage involve the company's goals and processes and directly impact itssuccess.
The LS/IT Customer Service Manager will:
Manage the service desk: ticket queues, delegation, workloads, SLAs, reports, etc.
Ensure that incidents and requests are handled according to agreed processes, procedures, and SLA.
Work closely with all direct reports, removing and/or escalating roadblocks, coaching, assisting, and managing their resources.
Manage training progress and mentor junior support staff.
Analyze trends and identify change for more complex issues. Intervene, escalate to seniors or other technical domains when necessary.
Review processes, identifying alternative solutions and recommending new approaches.
Ensure documentation for supported components is relevant and available for the teams.
Liaise with project teams to ensure the handover process for new processes and system meets support requirements.
Works closely with operational schedules in mind to ensure systems support is available when required.
Gets involved with functional and technical aspects of the ERPs in use in each site (from both IT and Operational perspectives).
Develops relationships with site manages, department leaders, and main users of systems being supported.
Collaborates with a Global Team of support analysts and aligns with other Service Managers from other geographies (enables follow-the-sun support).
Performsstrategic planning, improves processes and efficiency (through automation oftasks), reduces costs, adapts to changing priorities, and manages conflictresolution as needed.
Who we are looking for:
We are seeking motivated and forward-thinking individuals who thrive incollaborative and fast-moving environments. Our ideal candidate has:
3-7+ years of IT Support Management, ERP IT Support and Logistical System experience in a warehouse environment
IT Project Management, Continuous Improvement and ITIL experience a MUST
Technical proficiency in WMS, YMS, PowerBI and Office 365
Management experience (5 or more Technologists or IT Analysts)
Bachelor's Degree in IT, Computer Science or Computer Engineering
Ready to make an impact?Ourgoal is to keep the world's food fresh and safe with our proprietarytechnologies and innovative solutions. Join our team andhelp build a more efficient, innovative, and sustainable food supply chain.Your next career chapter starts at NewCold.
Whether you're a seasoned expert or just starting your career, NewColdprovides the opportunities and challenges that allow you to grow and excel.Ready to turn your curiosity into impact?
Explore careers at NewColdVisit our website to learn more and apply.
Can we welcome you on board as our new LS/IT Customer Service Manager and help continueour successful growth?
NewCold provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, medical condition (including cancer and genetic characteristics), or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
NewCold expressly prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties is absolutely not tolerated.
Build thefuture of foodAt NewCold, we're shaping the futureof the food supply chain. Our warehouses and transportnetwork connect the world's major food manufacturers with retailers and food service providers.
Join a collaborative team of doers,innovators, and engineers who are dedicated to making a real impact. Togetherwith advanced robotics and cutting-edge technology, we're not just keeping upwith the times -we're pioneering smarter, more sustainable operations to keep theworld's food fresh and safe.
To support our rapid growth, we're constantly looking for talented people to join our team. Want to be a part of a dynamic, forward-thinking environment? Join us!
Your role as a LS/IT Customer Service Manager
Key responsibilities:
The LS/IT Customer Service Manager reports tothe Regional IT Director and is responsible for managing the Logistical Systems(LS) and IT support teams of functional and technical professionals who supportcritical systems. With responsibilities such as anticipating production needs,resource planning, and prioritizing/coordinating staff development, thisprofessional is in a "lead by example" position and the ideal manager will havehands-on experience.
The LS/IT Customer Service Manager rolerequires the ability to delegate as much as it requires the ability to diveinto challenges through leadership and action. Working to help facilitate thegoals and objectives of site operations, it's their responsibility to ensurethat the support team maintains high standards in skills, problem resolution,clear communication, and industry best practices.
It is this manager's responsibility translatingorganizational direction into specific team and individual job expectations,managing performance through effective monitoring, coaching, and feedback.Through their actions, aligned with the definition and enforcement of policies,guidelines, and user support standards, it's their responsibility to maintain and/ordefine a fair level of SLAs, in accordance with business needs.
Key deliverables, such as executive summaries,KPIs, lessons learned, crisis management reports, and ticket reports aresourced from this manager, who is also ITIL capable.
Salary
$100,000 - $124,000 plus bonus
The LS/IT CustomerService Manager must be aware of client needs, company goals and employeecoordination to bring an activity to completion. Most of the activities theymanage involve the company's goals and processes and directly impact itssuccess.
The LS/IT Customer Service Manager will:
Manage the service desk: ticket queues, delegation, workloads, SLAs, reports, etc.
Ensure that incidents and requests are handled according to agreed processes, procedures, and SLA.
Work closely with all direct reports, removing and/or escalating roadblocks, coaching, assisting, and managing their resources.
Manage training progress and mentor junior support staff.
Analyze trends and identify change for more complex issues. Intervene, escalate to seniors or other technical domains when necessary.
Review processes, identifying alternative solutions and recommending new approaches.
Ensure documentation for supported components is relevant and available for the teams.
Liaise with project teams to ensure the handover process for new processes and system meets support requirements.
Works closely with operational schedules in mind to ensure systems support is available when required.
Gets involved with functional and technical aspects of the ERPs in use in each site (from both IT and Operational perspectives).
Develops relationships with site manages, department leaders, and main users of systems being supported.
Collaborates with a Global Team of support analysts and aligns with other Service Managers from other geographies (enables follow-the-sun support).
Performsstrategic planning, improves processes and efficiency (through automation oftasks), reduces costs, adapts to changing priorities, and manages conflictresolution as needed.
Who we are looking for:
We are seeking motivated and forward-thinking individuals who thrive incollaborative and fast-moving environments. Our ideal candidate has:
3-7+ years of IT Support Management, ERP IT Support and Logistical System experience in a warehouse environment
IT Project Management, Continuous Improvement and ITIL experience a MUST
Technical proficiency in WMS, YMS, PowerBI and Office 365
Management experience (5 or more Technologists or IT Analysts)
Bachelor's Degree in IT, Computer Science or Computer Engineering
Ready to make an impact?Ourgoal is to keep the world's food fresh and safe with our proprietarytechnologies and innovative solutions. Join our team andhelp build a more efficient, innovative, and sustainable food supply chain.Your next career chapter starts at NewCold.
Whether you're a seasoned expert or just starting your career, NewColdprovides the opportunities and challenges that allow you to grow and excel.Ready to turn your curiosity into impact?
Explore careers at NewColdVisit our website to learn more and apply.
Can we welcome you on board as our new LS/IT Customer Service Manager and help continueour successful growth?
NewCold provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, medical condition (including cancer and genetic characteristics), or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.
NewCold expressly prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties is absolutely not tolerated.