Supervisor, IT Operations

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com.

Job Summary:

Manage day-to-day operations of the regional Service Desk, including processes and procedures, scheduling, escalations, and reporting. 

• Act as the IT Service Desk process owner.  Maintain in-depth IT ServiceDesk knowledge and accurate documentation.
• Act as the first point of management escalation for areas of responsibility. 
• Collaborate and partner with other IT resolution groups to resolve incidents, fulfill requests and diagnose problems to meet defined service levels
• Supports the Critical Incident Management process, when required undertakes Critical Incident Manager role.
• Create and utilize information reports to enable real-time visibility and trending of operational performance and adherence to service levels.
• Analyses performance of team activities and documents resolutions, identifies problem areas, devises, and delivers solutions to enhance quality of service and to prevent future problems. 
• Provides timely and concise summaries of work status to the IT Operations Manager.
• Contributes to the delivery of IT projects per assignment. While acting as the project lead for IT Operations, collaborate and communicate with cross functional project team members to deliver objectives.
• Partner closely with IT leaders to oversee collaborative operations in all local sites, fostering a team approach in strategic planning, communication, and execution of IT initiatives.
• Manage allocated onsite and remote IT Operations resources ensuring effective management, staff development, hiring, coaching, mentoring, and career development.
• Ensuring effective personal and team development in accordance with CooperVision’s values.
• Define individual performance expectations and manage performance levels to ensure the consistent delivery of business requirements.
• Responsible for ensuring individual and team KPI’s are monitored, actions taken and evaluated accordingly – delegating as appropriate.
• Provide effective team workload management, ensuring work is undertaken in order of priority.  Re-prioritizes workload as necessary.
• Manage on-call/shift rotations and service providers to ensure business service continuity.
• Perform regular reviews of the allocated team members and provide appraisals in accordance with Performance Management Policy, managing personal development plans and following capability processes where appropriate.
• Own and ensure the effective use of knowledge management resources and associated processes.  Prepares analytics on use of Knowledge Management tools and contributes relevant documentation.
• Responsible for executing on continuous service improvement initiatives. 
• Provides leadership that ensures adherence and enhancements to defined processes, procedures, policies, and standards. 
• Follows IT Compliance & Security processes and ensures the successful completion of all related control tasks, reviews, and audit activities. 
• Effective vendor management and cost containment that provides value and delivery of required service levels.
• Maintain in-depth understanding of business and IT strategic plans.

Travel Requirements: 5% domestic travel

Knowledge, Skills and Abilities:

• Excellent Customer Service skills and commitment to ensuring customer satisfaction.
• Effective and clear communication skills.
• Proven track record in process ownership.
• Solid relationship management and performance management skills.
• Understand business impact in an IT environment.
• Time management and organization skills, of self and others in team.
• Strong team ethic, but also able to work effectively with minimal supervision.
• High quality analytical and problem-solving skills. 
• Confident and professional manner, demonstrating discretion & confidentiality.
• Ability to make decisions based on the information at hand. 
• Professional manner demonstrating discretion & confidentiality.
• Understand bus