Supervisor, IT Operations

Job Description

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world's leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.

Job Summary:

Manage day-to-day operations of the regional Service Desk, including processes and procedures, scheduling, escalations, and reporting.

Responsibilities

• Act as the IT Service Desk process owner. Maintain in-depth IT ServiceDesk knowledge and accurate documentation.
• Act as the first point of management escalation for areas of responsibility.
• Collaborate and partner with other IT resolution groups to resolve incidents, fulfill requests and diagnose problems to meet defined service levels
• Supports the Critical Incident Management process, when required undertakes Critical Incident Manager role.
• Create and utilize information reports to enable real-time visibility and trending of operational performance and adherence to service levels.
• Analyses performance of team activities and documents resolutions, identifies problem areas, devises, and delivers solutions to enhance quality of service and to prevent future problems.
• Provides timely and concise summaries of work status to the IT Operations Manager.
• Contributes to the delivery of IT projects per assignment. While acting as the project lead for IT Operations, collaborate and communicate with cross functional project team members to deliver objectives.
• Partner closely with IT leaders to oversee collaborative operations in all local sites, fostering a team approach in strategic planning, communication, and execution of IT initiatives.
• Manage allocated onsite and remote IT Operations resources ensuring effective management, staff development, hiring, coaching, mentoring, and career development.
• Ensuring effective personal and team development in accordance with CooperVision's values.
• Define individual performance expectations and manage performance levels to ensure the consistent delivery of business requirements.
• Responsible for ensuring individual and team KPI's are monitored, actions taken and evaluated accordingly - delegating as appropriate.
• Provide effective team workload management, ensuring work is undertaken in order of priority. Re-prioritizes workload as necessary.
• Manage on-call/shift rotations and service providers to ensure business service continuity.
• Perform regular reviews of the allocated team members and provide appraisals in accordance with Performance Management Policy, managing personal development plans and following capability processes where appropriate.
• Own and ensure the effective use of knowledge management resources and associated processes. Prepares analytics on use of Knowledge Management tools and contributes relevant documentation.
• Responsible for executing on continuous service improvement initiatives.
• Provides leadership that ensures adherence and enhancements to defined processes, procedures, policies, and standards.
• Follows IT Compliance & Security processes and ensures the successful completion of all related control tasks, reviews, and audit activities.
• Effective vendor management and cost containment that provides value and delivery of required service levels.
• Maintain in-depth understanding of business and IT strategic plans.

Travel Requirements: 5% domestic travel

Qualifications

Knowledge, Skills and Abilities:

• Excellent Customer Service skills and commitment to ensuring customer satisfaction.
• Effective and clear communication skills.
• Proven track record in process ownership.
• Solid relationship management and performance management skills.
• Understand business impact in an IT environment.
• Time management and organization skills, of self and others in team.
• Strong team ethic, but also able to work effectively with minimal supervision.
• High quality analytical and problem-solving skills.
• Confident and professional manner, demonstrating discretion & confidentiality.
• Ability to make decisions based on the information at hand.
• Professional manner demonstrating discretion & confidentiality.
• Understand business drivers and the environment they operate within.

Work Environment:

• Typical office environment.
• Prolonged sitting in front of a computer.
• Occasionally lift up to 25 pounds.
• Frequently subjected to pressure due to time demands.

Experience:

• 5+ years of IT experience in a support role with working knowledge of IT operational support and service delivery execution.
• 2 years' experience managing or leading staff.
• Experience in managing ITIL processes
• Proven record in developing and maintaining accurate management information

Education:

• Bachelor's Degree in IT, or related service field, or applicable industry experience
• ITIL Foundation or higher is desirable.
• Related IT certifications are desirable.

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $86,972.00 and $ 124,246.00 per year and may include cost of living adjustments. The actual base pay includes many factors and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

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