Are you inspired by “what’s next”? So are we.

When you join the Albemarle team, you contribute to a better tomorrow. You will play a role in powering many of the world’s largest and most critical industries, from energy and communications to transportation and electronics. We are putting innovation to work to improve people’s lives and we want YOU to be a part of it.

Job Description

Albemarle is seeking an experienced individual for the position of Sr. Director, IT Global Support Services.  This role is responsible for managing the global support team and fostering an environment that allows for ongoing innovation in order to improve the end user experience. This role will work to identify issues that could be addressed through tools and other enhancements that empower self-service across our global user base and ensures that the team consistently strives to deliver an excellent user experience. With a focused on providing a high degree of customer service, this role will be accountable for ensuring the timely resolution of network and security related technical issues.

Additionally, a can-do, problem-solving attitude with the innate ability to motivate team members to achieve specific goals is also essential to this role. Finally, the ideal candidate will utilize strong leadership and communication skills to foster collaborative working relationships throughout the organization.

Role/Responsibilities

• Leads a global team with responsibility for the delivery of Desktop Services globally, including helpdesk support and technical service analysts.
• Responsible for day-to-day global operational stability and IT service management as it relates to the functions of Desktop Services with a key focus on end user experience
• Metrics management including KPIs related to ticket volumes, end-to-end ownership, and effectiveness of service.
• Responsible for operational improvement related to end-to-end Desktop Services processes
• Handles escalations of operational issues in a timely manner with appropriate level of communication
• Provides mentoring, coaching, and career development for team members
• Actively assess the end-to-end IT Support process to measure its effectiveness on the IT support provided to our clients and customers; evolve the end-to-end IT Support process as needed.
• Leadership of staff, including coaching, performance evaluations, career development and training.

• Applies knowledge of technology and industry trends to operate and administer critical infrastructure or software platforms and user groups of high complexity. Demonstrates technical leadership and exerts influence outside of immediate team.
• Develop and implement ticket handling and escalation policies and procedures
• Develop and implement team and inter-team workflow processes
• Manage incidents and service requests
• Be an escalation point and provide coordination and support for the support group during high severity incidents
• Provide communication to customers in preparation for planned work and unplanned outages
• Ensure processes are carried out in accordance with agreed standards or procedures
• Defines policies, procedures, standards, and guidelines along with senior IT team members and business groups.
• Evaluates testing, deployments and communications plans.
• Works with other IT teams for continuous improvement of the overall IT organization.
• Evaluates and recommends HW/SW and managed services solutions for the delivery of operational efficiencies and enhanced capabilities.
• Formulate improvements and initiatives into concise and insightful recommendations.
• Presents recommendations for resolving key and complex issues.
• Budget oversight and financial planning for areas of responsibility.
   

Qualifications

• Understanding of operational technology networks and cybersecurity technologies and procedures within manufacturing environments.
• Knowledge of innovations and industry trends of the areas related to Desktop Services.
• Broad understanding of customer service and operations management.
• Ability to analyze complex issues, determine end user impact and collaborate with relevant teams on a resolution.
• Minimum 10-12 years of experience in the IT industry and at least 8 years of experience in global support services or closely related fields
• Recent experience managing technical teams responsible for IT related functions including operations, end user services and customer service; direct responsibility for employee performance management including goal setting.
• Ability to interact directly with customers and key business stakeholders that do not have an IT background.
• Strong written and verbal communication skills.
• Provide expert advice on areas of responsibility.
• Experience managing complex networking Information Technology services organizations within an engineering or manufacturing environment.
• Demonstrated experience leading a geographically dispersed, technical organization responsible for mission critical IT systems.
• Demonstrated ability to effectively collaborate and coordinate across geographically distributed teams
• Working knowledge of networking concepts (i.e. routing, switching and firewalls). They must have operational experience leading/managing a high functioning service desk, with knowledge of key help desk data points and reporting.
• Must place the utmost importance on cybersecurity and the mitigation of threats and risks. Is a proponent and champion of a monitored environment, with the ability to develop processes and industry standards, facilitating measurable improvements. Ideal candidate will understand the value proposition of our services and work proactively to continue to drive value into our business.
• Must be organized, self-sufficient and have the ability to manage multiple initiatives simultaneously. Must have the ability to co-ordinate with other teams to ensure that project workflow is effectively communicated

Choose to unlock your full POTENTIAL. Apply today.