Objective
The IT Manager User Support oversees several key functions within Symrise Americas LATAM North Region that enables the delivery of high-quality Service to end users, and ensure Service Support and
Service Delivery processes are in place to meet business needs. This position is a stakeholder
facing role, and requires that you establish and manage expectations within the business and drive
the IT User Support team to achieve those expectations to a high standard
Responsiblities
Service Management
- Maintain high-performing service support functions, including an IT Service Desk, Desktop
- Support and VIP Support
- Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of
- performance in these processes, accurate reporting, and establishing service improvement
- activities when required
- As an owner of the escalation process, the Service Delivery Manager will take ownership of
- significant incidents to ensure coordination of resolving parties, effective communication to
- stakeholders and post-incident review
- Monitor, control, and support service delivery; providing systems, methodologies and
- procedures are in place and followed
- Champion Service and Support in projects and develop a strong understanding of
- projects impacting your service area and ensuring service impact is minimized and agreed
- Be accountable for the quality of Service and performance
Meeting Support
- Deliver Presentation and Audio-Visual support, ensure meeting room technology
- is maintained to high standards and routinely checked to ensure high levels of availability
- Ensure that training services are in place to educate staff on how to use the meeting room and
- collaboration technology effectively
Technical
- Lead the End User Support team to improve desktop computing continually
- environment
- Manage the desktop computing environment to ensure that laptops, PCs, and other access




devices are built and maintained to high standards of performance and security
- Make recommendations for Service Improvement Plans and ensure actions are followed
through to completion promptly
- Work with internal and third-party teams to ensure activities are taken and completed to
protect and improve services
- Provide regular and accurate management reporting on IT Service performance
- Effectively deliver/manage Staff Management including recruitment, mentoring, training,
target setting and performance assessment
- Be an ambassador for IT, working across the business to provide effective communication
on IT matters and build relationships with other teams to ensure effective dialogue between
departments
All Other Duties Assigned
**Profile**
- Able to demonstrate the ability to undertake the above responsibilities
- Ability to speak English Proficiently
- A passion for Service Improvement
- Experienced Service Management professional
- Previous experience as a Team Lead or demonstrable experience in leading virtual teams
- Experience of managing 3rd parties and 3rd party delivered services
- Service Management or Support in a large-scale and diverse environment of incident
- management, escalation procedures and related disciplines
- Expert knowledge of ITIL disciplines
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff
- Excellent customer facing/customer service skills
- Able to work under pressure and meet deadlines
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Excellent organizational skills
- Able to manage sensitive and sometimes confidential information
- Self-motivation and able to take responsibility
- Able to manage and prioritize and tasks and time efficiently
- Able to demonstrate initiative and a proactive approach to daily tasks
Job Reference: LA00617

📌 IT Manager (Cuautitlán)
🏢 Symrise
📍 Cuautitlán