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Position Overview
The Service Support Supervisor will be responsible for a team of people that maintain the primary interface of IT to the business users on a daily basis. The scope of responsibility is to provide guidance, mentorship and point of escalation as a lead of a 24/7 Service Desk. This role will be responsible for assigning service desk personnel tasks, direct work, and evaluate service level performance, monitoring and trending performance of support team to ensure operational and service level targets are met and for process, documentation and training development associated with support efforts. The Service Support Supervisor will provide second‑tier support to resolve problems with PC, server or ERP applications and associated hardware and will work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Key Responsibilities
Supervises the end user support team to ensure support to business users utilizing Ball Corp IT supported applications, devices, and supporting technology, is provided in a timely and courteous manner to effectuate complete customer satisfaction.
Provides oversight and direction for the processes and supporting tools required for the execution of the end user support mission, assuring that the team has the appropriate toolset, and is adequately trained in the processes to succeed in their mission.
Identifies, responds to, and initiates the necessary activities within IT to resolve user reported issues with IT systems in a manner consistent with user expectations and the appropriate urgency is established with respect to individual issues reported.
Provides oversight of the actions required to remediate issues in team performance if it is not meeting expectations.
Together with the Business Partner group, works with business users to assure that there are expectations set, via Service Level Agreements, on the responsiveness of the End User Support Team. Advocate with Senior Leadership for the necessary human and technical resources to meet the established Service Levels.
Directs, motivates, delegates, and empowers staff in the successful performance of their tasks and responsibilities while encouraging innovation and leads the performance of personnel to assure outcomes are consistent with expectations of contracts.
Actively participate in the release planning and management process in order to assure continuity of service for end users during and after technology releases, and identify risks/issues that require remediation as well as root cause to affect improvements in overall IT implementation of new/enhance services and capabilities.
Maintains current technical expertise in the rapidly evolving IT sector and identify technological improvements that could be made to improve the efficiency and effectiveness of the End User Support Function.
Collaborates with the Partner Organization management team in terms of providing work coverage and administrative notification during periods of personnel absence and on continuous process improvements to service.
Aligns with global support strategy set forth by Service Desk manager.
Requirements
Mandatory
Broad training in a related field usually acquired through college or work-related experience.
BS or BA degree in computer science or related field preferred or a corresponding number of years’ experience in IT.
Experience in personal computing and as a supervisor within a personal computing environment.
Experience in leading global, multinational and remote teams, including off‑shore, in matrix organization, with demonstrated ability to work across multiple critical paths and develop schedules in a collaborative environment.
Certifications/Licenses/Other: ITIL Certification desired.
Fluent English.
Additional Information
Location: São José dos Campos/SP (GBS)
Hybrid On‑Site Work Environment: This position requires regular in‑person engagement by working on‑site for three (3) days per work week (with core collaboration days of Tuesday, Wednesday and Thursday).
Schedule: 8:00 AM to 17:00 PM.
Ball Corporation is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non‑merit characteristic.
When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles that enable our customers to contribute to a better world.
Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging.
Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.
Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Packaging and Containers Manufacturing
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