QBE AMERICAS INC Service Operations Team Leader in SUN PRAIRIE, Wisconsin

JOB REQUIREMENTS: Accountable for ticket management of all incidents and service requests, providing a formal route for customer escalations where this directly correlates to the handling of a specific incident or request Provision an IT service desk function that will effectively and efficiently deliver IT support services; ensure that other IT support teams provide the service desk with the necessary guidance and technical assistance to ensure prompt resolution of customer issues Act as "voice of the customer" to ensure the IT service portal remains fit for purpose by actively seeking feedback from customers and working with the service delivery managers (SDM) and the Global IT Service Management (ITSM) teams to ensure this is factored into future developments Provision and control access to IT systems for new and existing staff Recertify system access for business applications by obtaining business validation and authorization on a regular basis, in line with audit requirements ensuring compliance against software entitlement Ensure delivery of the appropriate level of knowledge management including the work instructions used by the service desk along with the knowledge articles accessed by the customer Manage all major Incidents, working closely with the service control ITSM practitioners, ensuring full integration between processes Act as a single point of contact for all IT communications into the business; create and deliver communications as necessary for all aspects of IT Plan and manage team capacity, ensuring workload forecasts are agreed in collaboration with SDM, service control teams, service transition teams, support teams and technology delivery teams to manage the relative priorities and demands of maintaining current operations against implementing change and new systems Embed a culture of continual improvement, inspiring configuration resources to identify and drive improvements across people, process, technology and partners that benefits delivery of services provided to stakeholders Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and accounting for expenses to meet requirements and achieve fiscal responsibility Create a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun Model QBE values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives The companies of QBE North America are committed to equal employment opportunities. All qualified applicants will receive consideration for employment without regard to age, disability, marital or parental status, national origin, citizenship, race, color, religion, sex, sexual orientation, or veteran status. All personal information contained in this application will be kept confidential as required by law. ***** OTHER EXPERIENCE AND QUALIFICATIONS: 3 years of IT Service Support experience in an operational environment Principles behind service management and operational efficiency Advanced working knowledge of terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts Applied working knowledge of policies, practices, trends, technology and information affecting the business and organization Principles and methodology involved in performance management, leadership technique and coordination of people and resources Capability to lead, motivate and challenge a team to deliver on the objectives of t e function and to continue to develop their skills and competencies along IT industry best practice Organize people, tasks and activities to yield efficient work flow Communicate information in a clear, well-organized, and professional manner Translate technical jargon into user-friendly information suitable for the target audience. Analyze and synthesize data upon which decisions and recommendations can be made Conduct gap analysis of current state and desired future state Collaborate with people at different levels within the organization to accomplish a common goal Establish and maintain effective, trusting and respectful relationships with internal and external contacts; understand customer needs and goals and actively look for ways to meet them ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/7F5E011A2B94494A