Service Desk Engineer Team Lead ,Houston
Through a network of 81 offices in 54 countries we source, store, blend and deliver essential raw materials and commodities to clients around the world. Commodities include crude oil and petroleum products, non-ferrous concentrates, refined metals and coal.
In 2011, we traded 110.7million tonnes of oil and petroleum products and shipped 26.7million tonnes of non-ferrous and bulk commodities. We operate responsibly, adding real value for our clients, our stakeholders and our shareholders. Founded in 1993, the company is owned by its founding shareholders and senior management. It has achieved substantial growth in recent years, growing turnover from USD18 billion in 2004 to USD122 billion in 2011.
To manage all aspects of end user support for all offices on the North American continent.
•Ensure that all Support analysts within the North America region provide timely & satisfactory solutions to incidents as they arise including those escalated from first line support.
•Meet or exceed targets set in SLAs.
•Ensure that IT processes are followed and where necessary, create new ones as appropriate for the region, then document and distribute accordingly.
•Manage inventory of IT equipment to ensure constant supply for the business.
•Conduct annual reviews and set objectives for the team.
•Maintain relationship with key business stakeholders to understand priorities within the region.
Essential
•Minimum 5 years experience (2 of which should have been in a manager or team leader role) having supported at least 500 users in a Windows Active
•MCSA & ITIL Foundation certified
•Excellent verbal and written communication skills with the ability to communicate technical solutions to a non-technical audience.
•Ability to think on your feet, make quick decisions and communicate them to the team.
•Ability to understand the needs of the user base then follow-up and ensure needs were met or exceeded.
•Available to be on call one weekend in every fifteen
•Prepared to work weekends during major rollouts & incidents.
•Prepared to travel to other offices within the Americas, occasionally at short notice.
•Able to work independently and as part of regional and worldwide teams under pressure.
Desirable
•Written and spoken Spanish
•Citrix experience
•Market data feeds experience – Reuters / Oilwatch etc.
Personal Profile:
•First class customer service attitude.
•Punctual, energetic, reliable & flexible.
•Confident, mature & professional outlook
•Approachable with ability to train subordinates and end-users alike.
•Desire to study towards further qualifications
•Must be able to work efficiently with minimal supervision.
Business leads within the Americas region and Global IT Infrastructure team.
| Service Desk Engineer Team Lead | 619 | Houston |
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