IT End User Computing & Support - Coach

As a member of our information technology (IT) team, you’ll apply cutting-edge resources to help Johnsonville become even more productive and efficient, reduce costs and improve our capacity and profitability. You’ll use and continually develop both your technical expertise and business acumen to maintain Johnsonville’s innovative industry leadership.

Johnsonville, LLC

Coach - IT End User Computing & Support

Position Overview:

The Coach of IT End User Computing and Support is accountable for providing leadership for end user workspace technology and service desk operations to optimize productivity and user experience across the organization. Guiding the discreet Technical Services and Service Desk teams, you will ensure performance metrics are attained, guided by standard process and procedures, providing consistent and reliable experiences for technology users.  Overseeing design & implementation of new end-user technology, a focus will be placed on ability to maintain reliable, secure and effective workspace technologies, as well as to implement and maintain effective service desk operations using the ITIL framework, providing service management structure and discipline. Strong technical, customer service, team management, and problem-solving skills are essential in this position.

Responsibilities:

• Oversee formal process management standards (ITIL or equivalent) to provide consistency and quality in delivery of IT products and services
• Own development and review of SLA for IT support services
• Accountable for ensuring that Incidents and Service Requests are completed and SLA is adhered
• Guide daily operations of teams, analyzing workflow, establishing priorities, developing standards and setting deadlines
• Manage vendor relationships and continually monitor performance, proactively providing feedback and ensuring long term value for Johnsonville
• Oversee the asset lifecycle process
• Lead weekly team meetings with peers in global regions
• Define and affect change, in conjunction with other IT Coaches, on improving the quality of support services, leveraging analysis, performance metrics curated by leads of Technical Services and Service Desk teams
• Develop and write processes and procedures as needed to improve the quality of services performed and delivered by the team
• Advise or direct regarding incident escalations.
• Oversee the negotiation and procurement of end user hardware and services, ensuring workspace hardware and software asset lifecycles are properly maintained while effectively managing cost
• Provide individual members with growth opportunities
• Development Plan Review / Coaching / Performance Appraisal activities supporting team members to consistently take ownership, accountability, and deliver great performance
• Communicating job expectations, planning, monitoring, appraising, and reviewing job contributions 
• Planning and reviewing compensation actions, enforcing policies and procedures
• Assist in developing team goals and objectives
• One-on-One coaching opportunities
• Manage teams budget process (corporate credit card, training, travel, etc.)

Education:

• Bachelors Degree in Information Systems or Computer Science preferred, or equivalent related work experience

Experience:

• At least 8 years of professional work experience in information systems required, with direct experience in a technical support role and as a call center agent preferred
• Excellent communication and customer relation skills
• Depth of experience with ITIL and best practices
• Working knowledge of end user devices hardware – laptop, desktops, printers, VMs (Virtual Machines)
• Familiarity with Microsoft 365 Applications – Office, Email, AD, Azure, Intune
• Familiarity with telecommunications, firewalls, VPN, routers, and switches
• Demonstrated strong written and verbal communication skills as well as effective professional relationship building, consensus building, and facilitation skills are sought
• Call center knowledge and experience (call flow)
• Comfortable working in a fast paced, deadline driven environment where priorities change frequently
• Demonstrated ability to execute process improvements and in identifying opportunities for improved service levels
• Experience working with outside vendors and contractors
• Experience in the creation and maintenance of technical documentation, policy, procedures, and processes
• Must have demonstrated leadership and organizational skills and the ability to handle multiple responsibilities simultaneously
• Organized, accurate and detailed, yet flexible; able to prioritize workload
• Ability to adjust to constantly changing conditions, displaying a positive attitude toward new opportunities
• Strong customer relations skills as well as excellent written and verbal communication skills
• Excellent independent decision-making capabilities and solution-oriented attitude
• Experience with coaching/leading/managing a team and reinforcing cooperative behavior

Skills:

• Monitoring/Assessing performance of self, other individuals, or organizations to make improvements or take corrective action
• Computer science concepts and a comprehensive understanding of various operating systems, networking, systems analysis procedures and techniques, computer hardware, and a variety of software applications
• Strong customer service, time management, documentation and organizational skills
• Coordinate multiple activities simultaneously and respond effectively to a wide range of business technology needs
• Research and access software updates, drivers, knowledge bases, and other internet/intranet resources to aid in problem resolution
• Emotional Intelligence - Show empathy for others, encourage others to cooperate, communicate assertively, ask productive questions and demonstrate listening skills, and respond productively to emotional statements

Other:

• Willingness to work hours outside of normal hours as needed
• Ability to travel, domestic and International
• On-call rotation (7x24) with other team members

Location:                           Global Headquarters, Sheboygan Falls, WI (1 hour north of Milwaukee)

Coach:                                IT Director, Infrastructure, Operations & End-User Compute

Member Status:               Full Time, Salaried

Travel:                                Not a ton, less than 20% of your time

Benefits:  Members have potential for a monthly bonus, 401k with a company match and profit sharing. Members also have access to terrific benefits including affordable medical, dental and vision coverage; flexible spending accounts; disability and life insurance; and fertility and adoption assistance. Johnsonville also offers competitive paid time off, including paid parental time off, as well as access to the 24/7 onsite fitness center, onsite medical clinic and tuition reimbursement!  

How to Apply:  

External candidate:  Apply on-line only at:  careers.johnsonville.com.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

We value the diversity of our workforce and we embrace the principles of Equal Opportunity Employment. M/F/Vet/Disability

Johnsonville values the service Veterans and their family members have given to our country.  We support the hiring of returning service members and military spouses.