Kemira is a global company providing chemicals and expertise to operations around the world. We are committed to being our customers’ first choice by brining sustainable value through improved product quality, better process and resource efficiency. We offer a result-oriented and collaborative culture that empowers you to drive excellence and innovation with a major impact on the future. If you have the right mix of curiosity, a drive for excellence and an innovative mindset, we want to talk to you.

We are seeking an experienced Service Desk Team Lead On-site Coordinator. This position is in Atlanta, Ga. Responsible for leading the Service desk team in North America to provide IT support for Kemira end-users and managing of IT on-site services in North Americas region. The team is part of the global Service Desk, in which all teams together provide support to end users seven days a week, 24 hours per day in follow-the-sun principle. Follows-up and manages on-site vendors’ operations in North America countries to ensure solid, fit for purpose IT onsite service for all Kemira locations. Tasks will include handling and resolving service requests and incidents which are reported via e-mail, self-service portal or telephone, installing and troubleshooting desktop and laptop PC’s and escalating issues to 3rd tier support when necessary. This position will report to the IT Operations Manager, Americas.

Your responsibilities will include:

  • Leads the Service Desk team and coordinates Service Desk work in North America region, supports the team and takes responsibility for work done within the team
  • Coordinates team activities within the Global Service Desk. Responsible that the Service Desk and on-Site Services comply with the global standards and SLAs
  • Continuously follow-up and improve performance of Service Desk and On-Site services in USA and Canada region
  • Being responsible for the on-site operations, performance, compliance and efficiency in his/her area
  • Ensuring on-site and service desk services are provided according to Kemira SLAs and Targets
  • Being responsible for the work carried out by external on-site vendors and Kemira on-site technicians in his/her own area.
  • Follows-up and supports Kemira on-site technicians and external on-site vendors in their work, ensuring they have knowledge they need to perform their work and they are following Kemira IT’s standard processes, policies and are using Kemira standard tools.
  • Analyzing the work of the Service desk team and external on-site vendors making sure they perform their work in line with SLAs.
  • Being responsible for all Kemira sites are provided with necessary IT hardware (e.g. workstations etc.)
  • Being responsible for on-site service transfer and implementation in case of site or vendor changes and acting as local contact for on-site contracts
  • Being responsible for the service desk and on-site ticket resolution in area
  • Working as on-site technician in nominated sites.
  • Supports and supervise Kemira and external on-site technicians in their work
  • Planning, following-up and reporting long term on-site activities in own responsibility area together with Global OS Coordinator’s team lead
  • Following up SLAs and giving feedback to external on-site vendors
  • On-site service transfer and implementation
  • Act as local contact for on-site contracts vendors
  • Being a communication bridge between IT Service Managers, Service Desk and end-users
  • Report performance and trends and suggests areas for improvement to the global on-site service manager and global service desk manager
  • Coordinate leasing changes in his/her responsibility area.

Incident Manager:

  • Responsible for the incident resolution in the region
  • Manage the running of the incident management processes in North America and work with the team to identify common faults and solutions
  • Follow-up and Coordinate resolution of tickets escalated to external Service Desks and on-site technicians
  • Review performance and suggest actions for improvement when needed
  • Follow-up and report team’s performance to Global Service Desk Manager and Global on-site Service Manager

Service Desk Agent:

  • Participate in the daily work of the Service desk front-line work: is responsible for logging incidents and service requests, analyzing, prioritizing and categorizing them, attempting to resolve and, if not capable to resolve, to further assigning incidents to assignment groups and on-site technicians.
  • Ensures that the issue is addressed and that the end-user gets a timely response

On-site technician:

  • Provide on-site support in nominated sites by carrying out activities requiring physical presence on-site
  • Being an Incident Solver
  • Investigate, diagnose and resolve incidents and requests
  • Document solution for resolved incidents within knowledgebase and ITSM tool
  • Being a local contact for workstation, data-communication, network and server related issues
  • Support front line in local issues
  • Ensure that Kemira asset management system is up to date
  • Ensure that site level instructions and documentation exist and are up-to-date

Team Leader:

  • Lead the Service Desk team, support the team and take responsibility for work done within the team
  • Responsible for the team’s participation in the Global Service Desk 24/7 support. Following agreed schedule about the duties and work shifts
  • Coordinate team activities within Global Service Desk
  • Communicate Global Service Desk targets and IT objectives to the team
  • Continuously evaluate, review and improve teams’ performance
  • Ensure the team and all individuals are working efficiently, following Kemira global policies and procedures and reaching the targets set to the them
  • Ensure a good working environment
  • Engage and motivate team members

What we offer:

  • Opportunities for personal and professional growth
  • Employment in a stable company with an established position in the market
  • Attractive benefits package
  • A multicultural and positive working environment

What you need:

  • A post-secondary education is preferred along with a minimum of 2 years related experience as a Service Desk Agent
  • Solid supervisory and team lead experience
  • Experience of assets and SMDB methods and tools; understanding of Service organizations
  • Ability to liaise with senior staff and third-party executives
  • Good English communication skills, both verbal and written
  • Positive customer service attitude
  • ITIL foundation certification
  • A+ certification desired

Find the right mix of experiences and opportunities at Kemira.

For more information, contact Shani Matthews, Specialist, Human Resources, US (shani.matthews )

Please apply with CV, cover letter and salary expectations no later than December 31, 2020

Nearest Major Market: Atlanta