上海招聘

职位描述：
Position Summary
The Service Desk Manager has overall management responsibility for the company’s IT Service Desk function.
The Service Desk Manager leads activities related to the delivery of IT services, and responsible for ensuring that the Service Desk organization delivers IT services agreed with the business, so that the Service Desk either meets or exceeds its service level agreements.
The Service Desk Manager is responsible for customer satisfaction which involves discussing the concerns and needs of customers, conducting and reviewing the results of the customer satisfaction surveys.
The Service Desk Manager is responsible for Service Desk organization discipline, attendance, compliance with corporation rules and other normal managerial duties. This also includes the motivation and delegation of Service Desk staff, and driving service desk continuous improvements.
The Service Desk Manager is responsible for the compliance, updating and maintaining of all Service Desk documentation, standards, processes and procedures.
The Service Desk Manager will assist IT Management with Service Desk staff career development, budgets, recruitment and appraisals by supplying data and any other information requested by IT Directors.
The Service Desk Manager will regularly interface with other support groups to improve working relationships, prepare for new applications and keep the support groups informed of any Service Desk developments.


Key Areas of Responsibility
? Has overall management responsibility of Service Desk organization
? Develop service level agreements. Ensure excellent service level, establish targets/metrics and manage performance of Service Desk organization
? Communicate service levels, operating procedures and issues to businesses and sites; provide feedback from businesses/sites to Global and Regional IS management. Prepare regular updates to the Service Desk web site
? Ensure problem escalation and resolution process is working effectively
? Ensure that customers are satisfied with the performance of the Service Desk, and are well informed at all time
? Establish team's expectations, provide guidance and coaching
? Ensure support staff are well trained, well balance and knowledgeable in their support area
? Lead and direct service desk staff. Complete performance management (PBM), development, and mentoring of service and support staff in accordance with Cabot practices.
? Ensure that all service desk staff complies with the corporation, IT & Service Desk rules, procedures, and standards. Update Service Desk documentation (as directed by regional & global initiatives)
? Drive continuous improvements
? Prepare the Service Desk so that new applications have a smooth transition onto the Service Desk
? Assist in preparation of annual budgets. Ensure operation within agreed budget while maintaining required services.
? Serve as liaison with suppliers when necessary.

Required Skills
? Extensive knowledge of IT Services, support model and change management (eg. ITIL)
? Ability to manage and monitor the performance and development of staff
? Good interpersonal relationships and listening skills
? Good English language skills, both written and spoken
? Good management and organization skills, including project management and time management
? Good analytical and diagnostic skills, and ability to communicate complex technical information and purchasing alternatives in a consultative manner
? Ability to work in environment of multiple and changing priorities

Education/Experience
? Four years post secondary education or equivalent experience.
? 8+ years professional experience in IS including experience in lead service desk role.
? Experience in manufacturing environment and systems desired. 举报 分享

    卡博特公司创立于1882年，是一家全球领先的特种化学品和高性能材料公司，总部位于美国波士顿，在全球21个国家设有45家制造工厂并拥有近4,500名员工。2018财年，卡博特实现全球营业收入31亿美金。卡博特为世界各地运输、基础设施、环保和消费品等关键行业的客户提供创新解决方案，不断推动客户业务的发展。
    140年来，依托强劲的研发实力，我们在橡胶与特种炭黑、气相金属氧化物、甲酸铯盐水、活性炭、气凝胶、精细铯化学品、石墨烯、喷墨色浆、母料和导电混料等产品领域一直是行业领导者。通过 @cabotlabs 不断创新，卡博特实验室将包括工程师、科学家和研究员在内的专业团队与市场动态和领先技术相结合，从而提供满足将来需求的解决方案。
    我们致力于提高整个全球布局覆盖范围内的能源效率和工艺技术。我们遵循可持续发展的业务实践开展运营，从而确保我们的员工、客户和周边社区的安全。因此，我们凭借提供优质的产品解决方案享有声誉的同时，不断提高可持续发展和安全的行业标准。

    卡博特在中国

    自1988年在中国开展业务以来，卡博特坚定履行对中国市场的承诺，从那时起就一直坚持在中国进行投资。至今，卡博特在华累计投资已近7亿美金。在过去的10多年中，本地生产能力以每年20%的速度增长。至今，卡博特中国占全球业务20%。目前，卡博特在上海设立了被授予***地区总部称号的亚太区总部。凭借强烈的社会责任感、领先的产品技术、出色的人才团队和雄厚的资金投入，卡博特中国赢得了政府和合作伙伴的充分信任、客户的广泛赞誉和市场的高度认可，成为所在行业领域的翘楚。
  目前，卡博特在中国拥有7家生产工厂、3个销售代表处和亚太技术中心：
?    上海：亚太地区/中国区总部、两家贸易公司及一家工厂（橡胶炭黑）？？ 与上海华谊能源化工有限公司（原上海焦化有限公司）的合资企业
?    上海：亚太技术中心（于2017年9月投入使用）
?    天津：两家工厂（橡胶炭黑、特种炭黑、色母粒）？？ 与上海华谊能源化工有限公司（原上海焦化有限公司）的合资企业
?    江西：一家工厂（气相二氧化硅）？？ 与蓝星新材料化工有限公司的合资企业
?    邢台：一家工厂（炭黑）？？ 与旭阳化工有限公司的合资企业
?    乌海：一家工厂（气相二氧化硅）——与内蒙古恒业成有机硅有限公司的合资企业（于2019年投产）
?    徐州：2018年10月完成收购日本新日铁下属尼铁隆（江苏）炭黑有限公司。今后2年中，公司将大规模投资让该设施能够生产全球最精细的炭黑产品系列。
?    珠海：2020年1月完成收购深圳三顺纳米新材料有限公司，将巩固我们在高性能碳添加剂方面的全球领导地位，使我们能够提供新的创新解决方案，从而以***的性价比来改善电池性能。

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