JOB DESCRIPTION

IT Customer Services Supervisor

Description:
Position Summary:
Lead the IT Customer Service group including MBCI Call Center and the Operations group in providing a MBCI Global Help Desk solution which will provide a world class support center for all MBCI divisions. This position will also create a training agenda to better service our internal customers with their training needs.

Accountabilities:
oImplement and manage a 24/7 Global Help Desk Call Center allowing MBCI Global IT Department to "Keep the Lights On"
oProvide the ability to log all calls into a centralized location which will be viewed globally through out all divisions
oAssist in structuring MBCI IT department to incorporate into a shared services
environment utilizing all IT resources
oGlobalization of support standards, policies and procedures
oCreate procedures to log and document all IT requests
oCoordinate and develop technical training
oSupport SLAs
oCorporate Communication involving technical support/issues
oCapture Voice of Customer: Call MBCI Support Center, Users request on-line utilizing Aldon
oGoals, Metrics and Performance will be evaluated by utilizing the Performance Management process
oManage the MBCI Operator group
oMonitor all jobs and activity on the AS400/Mainframe/Distributed servers
oProactive Monitoring (predictive measures)
oResponsible for all Backup and restoration for all MBCI Systems
oPrint appropriate reports scheduled and requested
oProvide data for IT audits (SOX)
oPerform the required tape media maintenance: data collection, data retention, tape library/tape media and file maintenance, inventory, and off-site vaulting. Implement storage and network solutions for secure and reliable management of data center systems.
oPerforms other duties as assigned by the immediate supervisor.

Qualifications:
Required Knowledge, Skills and Experience
oStrong knowledge of Windows Desktop operating systems.
oExcellent communication skills
oExceptional presentation skills
oStrong knowledge in Desktop software such as Office, Visio, MS-Project etc.
oAbility to troubleshoot server-desktop-LAN performance or capacity problems.
oProject management disciplines
oStrong interpersonal skills with the ability to influence others
oHigh energy, motivating, roll-up the sleeve team player exhibiting the 5 traits of MBCI (Passion,
Integrity, Teamwork, Confidence, Hard work). Lead by example.
oDemonstrates problem solving and analytical skills
oBachelors degree in an IT related field or equivalent experience

Educational Requirements:
oBachelors degree in an IT related field or equivalent experience

Salary/Benefits: Salary commensurate with experience
MasterBrand Cabinets offers competitive compensation and benefits,including paid holidays and vacations, 401k, tuition reimbursement, and medical/dental/vision insurance.

Job Location: Jasper, IN

Job Number: 1045

Company URL: http://www.masterbrand.com

Company Profile:
WE MAY NOT ALWAYS
SIT DOWN TOGETHER,

BUT WE STILL GATHER
AROUND THE TABLE.

come home to MASTERBRAND

At MasterBrand Cabinets we understand the importance of working hard and living well. Its our people-first company philosophy and the very foundation that allows top talent to feel valued and fulfilled. We reward individual contribution, promote career mobility, and allow you to grow as we do. But, perhaps the best part of working at MasterBrand comes when you realize the people you work with have become the people you rely on, care for, and partner with at every turn. Discover what the heart of a great company can do for your future. Discover the people of MasterBrand.

MasterBrand Cabinets Inc. is an Equal Opportunity Employer and provides a Drug Free Workplace.

Great Brands. Great People. Great Future.

MasterBrand Cabinets offers competitive compensation and benefits,including paid holidays and vacations, 401k, tuition reimbursement and medical/dental/vision insurance.

Great Brands. Great People. Great Future.
EOE / Drug Free Workplace