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IT Services Manager

Location: Chicago, IL, United States

Job Function: Information Technology

Req Number: 415

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We are a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply. Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real.
Position Summary
Reporting to IT Senior Director, the Manager of IT Services for North America will work with Regional and Global functional IT teams to provide remote and on-site support for Olam offices, manufacturing plants, and warehouses across North America. The Manager of IT Services for North America will assist where needed on global implementations, communicate implementations and changes for the region, have regular meetings with the business to identify areas for improvement, all while resolving technical support issues for the region’s internal stakeholders while providing and improving customer service.
The ideal candidate will be able to effectively manage their time to resolve all regional internal customer issues timely and accurately, seeking resolution to issues via root cause analysis vs utilizing workarounds. They should be able to think critically and creatively to identify solutions and thrive in an ever-changing environment with competing demands and priorities.
Position Responsibilities
  • Oversee your Team’s Tickets, ensuring timely response and resolution of support requests and incidents within SLAs
  • Implement and Document IT support policies/procedures/escalations that standardize routine service delivery and paths to fulfillment
  • Manage and Update all regional IT Assets, Software, Documentation, Processes, Communications, Vendors, Credentials, and Technology Solutions
  • Manage and maintain the budget associated with the role and provide monthly insights into spending to develop forecasting for the department
  • Communicate with third-party vendors and managed services providers to address technical issues and escalate problems as necessary
  • Regularly review the team’s performance, developing metrics that capture the effectiveness of your team, and continuously improve process and procedure to drive change within your team’s efficacy
  • Manage and oversee a large Team of IT Support Staff both in/outside the NA Region
  • Defining team goals and objectives that stretch and grow the members of your team by setting performance objectives and conduct regular performance reviews
  • Identify areas for cross-training, development, and collective knowledge for the team
  • Regularly send communications to region around implementations for IT Sub-Functions on global/regional initiatives and efforts
  • Assist internal stakeholders on-site or remotely with technical support of hardware, software, applications, permissions, approvals, vendors, processes, and related technologies and procedures.
  • Work proactively to verify that systems are working properly and follows-up as necessary after service calls or service requests to ensure resolution.
  • Work with team members and other members of the global teams such as, infrastructure, security, cloud, and applications, teams to prioritize workload.
  • Install, maintain, and update the software on company computers, including Microsoft Windows components, Microsoft Office components (including Outlook) and other products/solutions purchased for specific purposes.
  • Assist the Network Administrators and/or network engineers in administrating LAN, WAN, and WLAN networks and perform routine network maintenance.
  • Aid the Network Administrators or network engineers in maintaining detailed records of equipment and software. Aid in the documentation process.
  • Install, maintain, and replace hardware components on company computers, including cleaning interior and exterior areas and peripherals.
  • Prepares and re-allocate used hardware as directed; move computer equipment from one site to another. Maintain inventory of IT Assets.
  • Assist in ensuring compliance with established company standards and policy regarding the use of technical resources.
  • Assist in the Active Directory administration including adding and removing users, groups, printers and managing user permissions.
  • Perform other duties as assigned.
Position Requirements
  • Bachelor’s degree in Computer related field is preferred.
  • Eight (8) years of progressing roles/responsibilities in IT is required.
  • Two (2) years of experience in managing an IT Support/Help Desk Team is required.
  • Experience managing an IT Support/Help Desk Team on a 24x7 Schedule is required.
  • Experience managing IT Resources in/outside 1 continental region.
  • Experience working with Global Teams in multiple Time Zones.
  • Experience working with a Managed Services Provider for daily resolution of issues.
  • Experience supporting Active Directory, Azure Active Directory, Office 365, and Azure Environments
  • Experience supporting Group Policies, Conditional Access Policies, Office 365 Licensing Capabilities, and On-Premises/Hybrid/Cloud based objects
  • Experience with migrating solutions to a public cloud
  • Experience using ITSM Solutions, Web-Based Active Directory Management, Security Encryption and DLP Solutions, MDM/MAM Solutions, Unified Endpoint Management solutions, PIM and PAM solutions, and different Telephony Solutions
  • Experience performing Teams Voice Migrations
  • Experience supporting Microsoft Windows OS, MS Office O365, Desktops, laptops, handheld scanners, printers and copiers is required.
  • Relevant IT Technical Certifications, such as CCNA Certification, Microsoft Certified Professional (MCP), or ITIL Foundation is preferred.
  • Great understanding of networking concepts including IP addressing, switching, routing, and basic firewall concepts is required.
  • Familiarity with managing IT for the agriculture/manufacturing industry is a plus.
  • Experience with general network troubleshooting TCP/IP, VPN, Switches, and Firewalls is required.
  • Must possess a strong understanding of wireless connectivity and experience dealing with external ISP and telephone vendors.
  • Must be a self-starter and able to work efficiently without direct supervision.
  • Must work effectively in a team environment and with individuals at all levels of the organization.
  • Proven ability to always display a professional and respectful demeanor is required.
  • Ability and willingness to travel up to 25% of the time is required.
  • Ability to work extended hours as required by the business during peak season, which could include weekends and holidays, is required.
  • Ability to troubleshoot and problem-solve complex technical IT issues is required.
  • Ability to maintain confidentiality of sensitive information is required.
  • Excellent communication skills, both verbal and written, are required.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
ofi provides equality of opportunity for all persons with respect to hiring without discrimination on the grounds of race, color, religion, national origin, sex, pregnancy, age, disability, veteran status, or sexual orientation. All employment will be decided on the basis of qualifications, merit and business need. If you need assistance or an accommodation due to a disability, you may contact us for support at: [email protected]
At ofi, we celebrate our diversity. Olam Americas Inc. is proud to be an equal opportunity workplace.