Sr Mgr, IT Customer Service
Posted on: September 24, 2022
Americold provides temperature-controlled warehousing and
transportation to food producers, restaurants, schools and retail
outlets such as grocery stores. We're proud to provide an essential
link in the food industry supply chain and to help put food on
tables around the world.
Based in Atlanta, Georgia, Americold owns and operates
temperature-controlled warehouses around the world. We have over
16,000 associates and offer a wide variety of career opportunities
- from warehouse forklift operators and supervisors to accounting,
administration, business development, customer support,
engineering, transportation, and technology solutions
The Sr. Manager, IT Customer Service is responsible for the Service
desk and End-user computing teams initiation, design, transition,
ongoing maintenance, support, and continuous improvement of the
Americold Customer Service Team across the entire IT service
Handle critical incidents with a sense of urgency and quality to
create a positive customer service experience. Keep critical
Take full accountability and ownership of customers' issues and
follow problems through with an end-end resolution.
RCA follow-up, drive improvements where needed. Work across teams
to ensure ITIL Problems are well-defined and tasks are being
delivered to close out issues and ensure non-recurrence.
Develop and establish agile and customer-focused service
procedures, policies, and standards.
Demonstrate exceptional communication skills and document customer
service actions and outcomes.
Apply best practices for helpdesk and desktop support processes and
address areas of improvement.
Ensure 3rd-party partners delivers the expected quality and within
Work to move all routine IT tasks, incidents, and routine changes
to customer service. Track and publish progress.
Build a process-oriented high-performance team that is KPI driven
with Customer empathy and focus.
Effectively manage the Service Desk and Desktop team and achieve
Effectively manage IT operations managers and achieve continuous
Adhere to SLAs and ensure customer service is timely and accurate
such as First Customer Contact, First Contact Closure, Customer
Satisfaction, Average Speed of Answer, Call Abandonment, Mean time
to Respond, Mean time to Resolve, etc. are met. Targets should be
defined for 3rd party partners and measured daily.
Develop and analyze daily, weekly, and monthly reports and
statistics on Service Desk KPIs. Prepare monthly reviews with key
executives to review progress or improvement plans.
Identify opportunities for service improvements. Leverage run books
and automation to ensure professional execution and continuous
Liaise with appropriate Process Owners, Service Owners, and
Managers throughout the service management lifecycle to ensure the
appropriate introduction of new services and a fully informed and
trained Service Desk team.
Effective Vendor Management is required to ensure adherence to
contractual terms and service delivery requirements and
performance. Ensuring the Vendor and its agents are fully trained
on Americold SOPs, processes, and delivery requirements.
Collaborate with vendor management teams to ensure effective
contract management, financial controls, and partner service
Qualifications & Experience:
Bachelor's degree in a computer-related field or equivalent
combination of education and experience.
15+ years of experience in IT
10+ years of ITIL Experience with ITIL V3 framework and at least an
ITIL intermediate certificate in Service Operation.
10 years of technology helpdesk/service desk, with supervisory
experience or a combination of education, training, and progressive
Requires good management and interpersonal skills and demonstrates
strong written and verbal communication skills.
Requires experience in dealing with large-scale information systems
projects and service delivery. Excellent problem solving and
analytic skills to effectively address the needs of customers.
Must have experience handling problem issues and notifications and
works well in a fast-paced and dynamic environment.
Experience with driving change management programs is
ITIL V3 Foundation Certificate in IT Service Management is a
Experience in information technology warehouse management systems
support such as JDA and Korber is a plus
Knowledge & Employment Standards:
Ability to articulate a vision and goals for the staff and
organization. Demonstrated ability to empower and develop a team to
perform with a high mentality around providing excellent customer
Proficiency using the Microsoft Office suite of products.
Project management skills are beneficial.
Excellent communication (both verbal and written). The ability to
communicate confidently and clearly on conference calls, in
meetings, via email, etc., at all levels of the organization is
Strong organizational skills - the ability to effectively manage
multiple tasks simultaneously.
Proven troubleshooting skills within a supportive environment,
including a strong sense of commitment and drive towards incident
Ability to facilitate conversations with large groups of remote
Client focus and ownership - displays initiative and a proactive
approach to work.
Ability to preemptively consider and address likely customer
questions and concerns.
Ability to manage multiple activities at one time in a
Physical Requirements & Abilities:
The physical demands described below are representative of those
that must be met to successfully perform the essential functions of
the job. Reasonable accommodation may be made to enable individuals
with disabilities to perform the essential functions of the
Requires the ability to sit for long periods of time, with frequent
Requires several hours per day of sitting, getting up and down from
chairs, and reaching, or bending
Requires manual dexterity with normal hand and finger movements for
typical office work
Talking, hearing, and seeing are important elements of completing
Requires visiting facility environments in temperatures at or below
May carry loads related to travel and occasionally lifts, carries,
positions, or moves objects weighing up to 20 pounds
Requires the use of various electronic tools
Occasionally works evenings or weekends in order to complete
objectives or to attend meetings
Requires the ability to relate to others beyond giving and
receiving instructions: must partner with colleagues without
exhibiting behavioral extremes
Requires the performance of work activities including reasoning,
negotiating, instructing, persuading, or speaking with others; and
respond appropriately to constructive feedback from executive
Americold is an Equal Opportunity/Affirmative Action Employer.
EOE/AA M/F/D/V DFW.
Keywords: Americold, Atlanta , Sr Mgr, IT Customer Service, Hospitality & Tourism , Atlanta, Georgia
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