IT Field Support Manager

Job Function Summary

The IT Field Support Manager will people manage all local IT Support personnel within area of responsibilities in line with Global IT- and Coloplast people management protocols.
 

This position is responsible for daily IT Support and Operation in US, Canada, Brazil, Argentina and Colombia, the fulfilment of the local IT Support KPI´s while keeping an eye on the overall support performance across the supported business area, proactively engaging with the Global IT teams in the need of improving the performance

Responsible for coordinating day-to-day work of the IT support team in line with global and local priorities, for effective handling of IT service cases, ad-hoc related IT field support tasks as well as ongoing support of IT service offerings
 

The position works closely with the Global IT Support and Operation community teams ensuring efficient daily operations and continuous IT support process improvements - taking full responsibility of ensuring possible opportunities are addressed and agreed upon with key IT stakeholders  

Responsible for maintaining, managing and delivering upon local IT roadmap, reflecting area of responsibility, and in close collaboration with IT Country responsible.

The role is based in the Minneapolis office of Coloplast and is expected to be in the office 4 days per week minimum, with 1 day working from home as business needs allow.
 

Major Areas of Accountability

• People Manager for all local IT Support professionals in the USA and Brazil
• Vendor Manager for external contingent IT Support resource in Canada, Argentina and Colombia
• Ensure stakeholders are kept up to date with clear communication on relevant support incidents and resolutions
• Day to day support for regional users, solving cases created in Global IT Service management tool - Ensure all incidents and requests are handled professionally and per published procedures, standards and Service Level Agreements (SLAs) with good level of attention to details and proactive follow-ups
• IT Support performance monitoring by reviewing weekly and monthly statistics and taking ownership of, and follow-through, high priority cases and on business feedback
• Conduct frequently IT performance meetings with the IT team members, reviewing technical and administrative issues and questions, identify and act on staled and aged support incidents, and report incident/customer trends to local IT country responsible
• Takes ownership of and follow-through with priority incidents, ensuring that appropriate action plans are in place to reach resolution in accordance with the customer’s business priorities
• Updated IT Support onboarding program as well as ensuring the individual team members has a good level of technical confidence, capabilities, and IT professionalism needed
• Maintain watch schedules for the IT Support team and coordinate adequate support coverage during holidays, illnesses etc, in cooperation with the local IT country responsible
• Provide day-to-day direction and training to local and global IT team members to maximize support productivity and customer satisfaction – ensuring efficient communication with Global IT to secure knowledge sharing and optimisation of the day-to-day work and
• Maintain and operate local device roadmap and local stock to match the required demand - asset management is maintained properly
• Ensuring continuously improving and reviewing of IT processes in cooperation with Global IT
• Ensuring application of IS (Information Security) principles in compliance with ISO27001 standards and following Global ISMS guidelines and policy
• Ensuring that local training material, local systems, support information, technical issues and guidelines are properly documented and updated regularly in agreed containers
• Continuously keeping yourself and the local IT team updated on new implementations, documentation, and process updates - During Global IT community meetings sharing knowledge, ideas and gathering input for proactive actions
• Acting as role model for the rest of Global IT
• Support and maintain Global IT standards, guidelines, and policies
• End user support and client computing. Support, troubleshooting and error correction on IT infrastructure components e.g. Server, network, telephony, and local lines 
• Have a professional consultancy mindset that helps operate in all levels within the
• organization
• Independent with the ability to work in teams, Self-managed with the ability to work

under minimal supervision

• Service oriented, flexible in work approach and comfortable working in a growing, dynamic,

and demanding organisation

• Communicate effectively with colleagues, local business at all levels and external parties
• Confident in approaching and addressing issues to the line of business with a commitment

to provide continuous service improvements

• Ability to research subjects, with a commitment to provide continuous improvement and

cost-efficient IT environment

• Able to think out of the box and see opportunities in complex situations
• Systematic / Structured approach
• Strong leadership skills are an advantage, the same for project management
• Financial understanding is an advantage
• Good at building relationships and networking
• Confident with end-user support and client computing
• Good understanding of IT infrastructure and network services, IT service management processes and IT governance principles
• Good communication skills
• Well-structured and analytical

Basic Qualifications

• Bachelor’s degree in related field or equivalent experience. 
• 3+ years team leadership experience, preferably over multiple locations. 
• Strong knowledge of Microsoft desktop environments and software including Microsoft Office 365, Microsoft Active Directory, Anti-Virus suites. 
• Consultancy mindset; having a professional and open-minded approach when collaborating in all levels within the organizsation
• Results oriented, self-managed, systematic, and structured
• Strong English skills, written and spoken; Spanish or Portuguese advantageous but not required
• Can navigate seamlessly at several organizational levels

Preferred Qualifications

• ITIL certification strongly desired. 
• Experience working in global organizations and work environments, preferably in a subsidiary. 

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive and inclusive work environment where everyone feels valued, and diversity is celebrated. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Employee Resource Groups that support Women, Minorities, Veterans and LGBTQ+ Community. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Competitive Compensation: The compensation range for this position is $99,959 - $149,938. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.