IT Service Desk - Lead

Our Opening and Your Responsibilities

This position will be responsible for the coordination of service desk specialists supporting the AM regions. In collaboration with Regional IT management and IT service providers, this position plays an integral part in leading and continuously improving end user support within the respective sites. As a team lead, this position also drives the performance of the local team to meet support objectives for customer satisfaction and ongoing sustainment of the environment to ensure the secure and efficient operation of end user services.


Essential Duties and Responsibilities:

·        Coordinate the efforts of service desk (Tier I) specialists

·        Drive team performance toward local IT goals, objectives, KPI’s and SLA’s

·        Ensure standardized processes, end-user experience and team objectives in alignment with other regions

·        Coordination and monitoring of incident support activities and drive the adoption of problem management and root cause analysis across all specialists,    especially with other regions

·        Provide onboarding and mentoring for team members

·        Management of procedures and knowledge bases driving continuous improvement

·        Collaboration with business process owners for IT related requirements

·        Ensure group policies and guidelines are understood and implemented

·        Work with regional IT management to implement new solutions

·        Drive an open and transparent One Team culture

·        Other duties may be assigned


What You Need to Succeed

·        A bachelor’s degree in Computer Information Science or related field preferred, but an associate’s degree and additional experience will be considered.

·        At least four (4) years experience in a similar role in a mid-size IT environment

·        A minimum of four (4) years as a team lead with experience in hiring and managing team performance

·        Good knowledge of Microsoft operating systems and applications on both client and server level

·        Good knowledge of server virtualization, ideally with VMWare

·        Good knowledge of small to mid-size backup infrastructure and operations

·        Good knowledge of Local Area Network technology and operations

·        Understanding of VoIP telephony systems and their operations


Our Offer to You

  • Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
  • Tuition reimbursement, employee wellness programs, plus other perks and discounts All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
  • Global market strength and worldwide leadership in weighing
  • A brand name that is identified worldwide with precision, quality, and innovation
  • Thousands of patents, design and innovation awards
  • A commitment to extraordinary service on our state-of-the-art equipment

About Mettler Toledo

Working at Mettler Toledo means you are impacting the world in important ways. Our precision measuring devices span the world's laboratories, production facilities, and retail stores. We manufacture, sell, and service instruments that detect, measure, and weigh - from the infinitely small to the largest of vehicles or airplanes.
  • We help feed the world. We impact how food is produced, packaged and made safe.
  • We help keep you healthy. Our instruments make it possible for scientists to develop new drugs and bring life-saving medicines to the world.
  • Mettler Toledo products are important to the production and consistent quality of every kind of consumer product.
  • No matter how far human kind goes to explore new frontiers, Mettler Toledo is there to help make it happen.

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. If you’d like more information about your EEO rights as an applicant under the law, please click here.

Mettler Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com.

For those who prioritize precision, Mettler Toledo is precisely where you belong.

Job Reference #

3998

Location

Ohio

Columbus

Job Type

Full-time