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About Us:
SMC, Ltd. is a globally recognized premium supplier to the medical market with locations throughout the world. People committed to speed, technology, and exceptional performance are the cornerstone of our organization. Comprised of dedicated people and decades of manufacturing experience, we have continued to experience strong growth and currently have outstanding career opportunities for equally dedicated people.
Job Summary: Responsible for managing and providing leadership to the global Service Desk while ensuring correct service levels are achieved.
Essential Job Duties and Responsibilities:
• Provide mentorship and direction to the Service Desk team while maintaining high customer service standards tracked by service level agreements.
• Manage the help desk ticketing system and ensure quality input ticketing information
• Lead, implement, standardize and document best practices for the Service Desk with a focus on continuous improvement.
• Provide KPIs and trends to leadership regarding services.
• Oversee development and maintenance of knowledge articles to support self-service for end users.
• Analyze user support statistics and other data and recommend appropriate measures.
• Escalate problems and issues to a higher level of support as prudent to mitigate disruption in business operations.
• Perform other duties as required.
Leadership Competencies:
• Action Oriented – Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives.
• Decision Quality – Makes good and timely decisions that keep the organization moving forward.
• Drives Results – Consistently achieves results, even under tough circumstances.
• Ensures Accountability – Holds self and others accountable to meet commitments.
• Instills Trust – Gains the confidence and trust of others through honesty, integrity and authenticity.
Essential Qualifications:
• Bachelor's degree in Computer Science, Business Administration or related field and 3 years’ experience in technical operations support OR, 2-year degree in Computer Science / similar field and 7 years’ related experience.
• Demonstrated ability to conduct problem analysis and resolution at a functional level.
• Excellent time management skills and ability multi-task.
• Expertise in Laptop and Desktop support.
• Experience in process improvement based on evaluating data and measuring efficiency gains.
• Excellent communication skills, including verbal and written.
Desirable Qualifications:
• Previous experience in a manufacturing environment
• Hardware skills: Servers and Computers, Printers and RF Scanners
• Software skills: Microsoft Operating systems and Office, Citrix, Team Viewer, Helpdesk tools
ADA Requirements:
• Typically sits, grasps item and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about regularly
• Lift, move, or otherwise transfer items up to 40 lbs. occasionally,>20 lbs. frequently
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car frequently
At SMC Ltd. we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
SMC Ltd. is an equal opportunity employer. M/F/D/V; this organization uses E-Verify.
Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.
SMC, Ltd. is a globally recognized premium supplier to the medical market with locations throughout the world. People committed to speed, technology, and exceptional performance are the cornerstone of our organization. Comprised of dedicated people and decades of manufacturing experience, we have continued to experience strong growth and currently have outstanding career opportunities for equally dedicated people.
Job Summary: Responsible for managing and providing leadership to the global Service Desk while ensuring correct service levels are achieved.
Essential Job Duties and Responsibilities:
• Provide mentorship and direction to the Service Desk team while maintaining high customer service standards tracked by service level agreements.
• Manage the help desk ticketing system and ensure quality input ticketing information
• Lead, implement, standardize and document best practices for the Service Desk with a focus on continuous improvement.
• Provide KPIs and trends to leadership regarding services.
• Oversee development and maintenance of knowledge articles to support self-service for end users.
• Analyze user support statistics and other data and recommend appropriate measures.
• Escalate problems and issues to a higher level of support as prudent to mitigate disruption in business operations.
• Perform other duties as required.
Leadership Competencies:
• Action Oriented – Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives.
• Decision Quality – Makes good and timely decisions that keep the organization moving forward.
• Drives Results – Consistently achieves results, even under tough circumstances.
• Ensures Accountability – Holds self and others accountable to meet commitments.
• Instills Trust – Gains the confidence and trust of others through honesty, integrity and authenticity.
Essential Qualifications:
• Bachelor's degree in Computer Science, Business Administration or related field and 3 years’ experience in technical operations support OR, 2-year degree in Computer Science / similar field and 7 years’ related experience.
• Demonstrated ability to conduct problem analysis and resolution at a functional level.
• Excellent time management skills and ability multi-task.
• Expertise in Laptop and Desktop support.
• Experience in process improvement based on evaluating data and measuring efficiency gains.
• Excellent communication skills, including verbal and written.
Desirable Qualifications:
• Previous experience in a manufacturing environment
• Hardware skills: Servers and Computers, Printers and RF Scanners
• Software skills: Microsoft Operating systems and Office, Citrix, Team Viewer, Helpdesk tools
ADA Requirements:
• Typically sits, grasps item and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about regularly
• Lift, move, or otherwise transfer items up to 40 lbs. occasionally,>20 lbs. frequently
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car frequently
At SMC Ltd. we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
SMC Ltd. is an equal opportunity employer. M/F/D/V; this organization uses E-Verify.
Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.