IT End User Computing Manager

Job Description:

Indorama Ventures: Indovinya is a leading chemical intermediates and surfactants producer with a diverse range of products in growth markets such as home & personal care, agrochemicals, oilfield technologies, fuel & lube additives and more. The Indorama Ventures: Indovinya IT Services Group implements, maintains, and supports end-to-end technology services in Indovinya manufacturing facilities across the globe. The Manager, IT EUC will manage and support all IT Field Service Operations (FSO) personnel, processes, and procedures at our sites globally while ensuring adherence to IT Services governance and policies. The Manager, IT EUC will work closely with our MSP (managed service providers) and senior IT staff to accomplish the goals of the IT organization and will bring knowledge of client/server compute operations, network infrastructure, systems administration, and IT best practices. The core duties include management of the FSO organization and practices while working with MSPs (Managed Service Partners) and IT/Operational Leaders to ensure projects are aligned to business or technology needs and delivered on-time, on-budget, on-value.

Key Responsibilities

• Primary contact for overseeing and supporting FSO personnel at all Indovinya sites; serves as the primary escalation point for FSO agents during P1/P2 incidents.
• Responsible for developing FSO “ways of working” in compliance with IT best practices and Cybersecurity recommendations to further the goals of the IT organization and deliver customer satisfaction.
• Participates in the daily operation and support of IT Field Services at all Indovinya locations.
• Ensures timely response to support tickets and escalates as required.
• Where applicable, work with (MSP’s) to share information and assist with developing knowledge articles to be followed by contracted service desk members and FSO agents for problem/incident resolution.
• Ensures that the Standard Operating Environment (SOE) for all company endpoints is consistent with industry standards, Indovinya Cybersecurity requirements, and within supported agreements with respective MSPs. Works with MSPs to ensure steady state of the SOE and related software.
• Works with MSP vendor, Senior Systems Architect and Enterprise Services Manager to ensure successful production and update of packaged applications for automated deployment on company endpoints.
• Manage MSP vendor relationships to ensure excellence of service and ensure that Service Level Agreements (SLA) agreements are adhered to and deliver business continuity.
• Responsible for SLA/KPI reporting on IT service tickets.
• Collaborate with Senior IT and direct a geographically dispersed IT Field Services group to successfully plan, implement, and complete IT project initiatives.
• Responsible for working with MSPs to deliver “as-a-service" model PC leasing and refresh projects as forecasted by IT leadership.
• Meet with key business leaders to obtain project scopes and effectively communicate requirements for planning and project approval.
• Participates in multi-year Roadmap to prepare for upgrades and industry changes.
• Maintains and documents technical procedures and hardware configurations.
• Assists in afterhours maintenance windows.
• Utilizes clear and effective communication in documenting problems and implementing solutions including partnering with end users.
• Manages the support and upgrades of audio/video (A/V) equipment.
• Manages the installation and upgrades of enterprise class printers at all Indovinya sites.
• Manages the company Cell Phone program (adds, moves, changes, upgrades, etc.)

Technical Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or relevant field and 5+ years’ experience.
• Experience working within the ITIL Framework for Change, Incident, and Problem Management.
• 3+ years of experience managing IT Field Service Technicians.
• 1+ years of experience in a leadership role.

Additional Requirements

• The successful candidate should demonstrate a capacity to lead others effectively, delegate tasks within the organization and receive feedback from their team and colleagues.
• Applicant should have a deep knowledge of Microsoft Windows workstation and server operating systems and systems administration on those platforms.
• Applicant should have a broad knowledge of networking hardware and fundamentals.
• The successful candidate should have excellent communication and interpersonal skills to be successful in this position.

Additional Locations: