IT Customer Support Team Leader

• This position is responsible for ensuring and delivering superior IT customer service to all International Paper businesses and employees as defined by the ITCS model/process owner.

• The ITCS Team Leader I ensures key service level metrics are met, seeks and facilitates operational improvement opportunities where applicable, has responsibility for up to 12 direct reports, is responsible for ensuring process & procedure compliance of his/her team members, is accountable for the operations of his/her team.

The successful candidate will have an opportunity to manage in a fast-paced environment, develop people and team management competencies. The role gives great opportunity to influence and develop support processes across whole IT organization.

• Assures the development of a skilled and motivated team of employees focused on meeting the needs of our customers through relevant training, career development (Includes: CSA’s, CDW’s, 1:1’s, and performance management) and access to the appropriate processes and tools

• Cooperates closely with US counterparts to streamline operations, processes and initiatives

• Supports and adheres to the ITCS strategic vision and mission; participates on initiatives and projects aimed at expediting process improvements

• Ensures clear channels of communication, procedures and relationships with key service provider and business IT contacts are maintained

• Point of escalation for any ITCS operational concerns that arise

• May participate in the budget process

• Reports and analyzes the performance of the ITCS Tekey service providers and business IT contacts; proposes corrective actions when performance goals are not met

• Oversees adherence to shift scheduling and ticket queue management guidelines

• Cooperates closely with the EMEA ITSS Management Team to understand the ITSS as well as business priorities

• Act in a dynamic environment supporting multiple shifts, languages and countries

• Operate in a Team supporting global customers 365 days a year

• Work closely with ITSS Service providers to assure efficiency in processes

• Represen in all operational meetings

• Maintaining appropriate balance between needs of customers and employees

• Will depend on the ability to prioritize and estimate the impact on the business

• Bachelor degree or equivalent IT experience preferred

• Minimum of 5 years of IT work experience

• Capability to learn people management including performance management, career development and assessing training needs

• Working knowledge of IT service management (ITIL framework)

• Ability to negotiate with other technical support groups

• Strong interest and enthusiasm/attitude in people development and customer focus

• Excellent written and verbal communication in English is essential