Regional IT Site Support Lead NA

Florida Crystals is a leading domestic sugar producer and North America’s first fully integrated cane sugar company, guiding our sugar from farm to table.  We are America’s first and only producer of certified organic sugar, grown and harvested in the United States. Our renewable energy facility is the largest of its kind in North America and provides clean energy that powers our sugar operations, which helps us reduce our use of fossil fuels.  Florida Crystals also sustainably farms rice, sweet corn and other vegetables in rotation with our sugarcane.  Our rice mill is the only rice mill in Florida. 

 

 

 

OVERVIEW

The Regional Site Support Lead provides hands-on leadership in managing a team of employees and is an important member of the global support team. In this position the Regional Site Support Lead will oversee staff needs, create periodic executive reports, ensure that end-users are being supported properly and implement technology in conformance with global IT standards. The Regional Site Support Lead is responsible for all aspects of their area, including personnel administration and enforcing company and department policies and procedures.

 

   POSITION SCOPE

•        Regional Site Support Lead, provides daily leadership, prioritization, and issues management for their site support team.
•        Supports region-wide user base for all site infrastructure, desktop and mobile devices with the backup of the FCC global shared services network and system administration team.
•        Responsibilities across FCC Regional sites.  Offering face to face and remote support.
•        Manage regional site support team – being the first point of escalation for issues and prioritizing team resources
•        Travel to other regional sites when requested

 

 

POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES

Manage the regional site support team on the following:

•        Day to day prioritization and issue handling
•        Communication to business users on issues and status
•        Operational vendor management
•        Helpdesk escalation
•        Staff time management
•        Inventory management
•        Escalation and decision making for regional site support
•        Communicate effectively with internal clients to identify needs and evaluate alternative solutions.
•  Plan and execute recurring system refresh projects for equipment in position scope (e.g., network equipment, mobiles devices, etc).       Continually seeks opportunities to increase internal client satisfaction and deepen client relationships

• Be the face to the business for Site Support team – be the first point of escalation
• Resource management – planning for effective cover for regional site support and appropriate allocation to regional projects
• Helps team members execute career development plans, seeking and participating in development opportunities
• Providing technical support & expertise to enable business users to effectively carry out their duties.
• Offer advice on current best practices and strategies
• Actively promote the capabilities of FCC technical solutions and applications

 

 DETAILED ROLES & RESPONSIBILITIES

• Produce management reporting and metrics for IT Leadership team
• Escalate effectively and early of site support issues
• Work in tandem with system administrators, Help desk, and network teams to meet IT goals.
• Project management of local infrastructure/site support initiatives – plan, communicate, monitor, scope, costs
• Provide level 2 desktop and laptop support for clients within region
• Provide support for wireless devices including broadband, iPhone and cell phones.
• Mobile device vendor interaction for support
• Provide support for the network team including Windows Server patches, LAN and WAN connectivity issues and client VPN support.
• Maintain an inventory for all IT assets and applications within a set territory.
• Work with outside contractors and internal staff to maintain and repair all network equipment, laptops and desktops