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, and telephony devices within a set territory.
• Some Regional travel may be required

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

* Strong verbal and written communication skills (English), knowledge of additional languages is a plus.

* Proven experience supporting a diverse, multi-cultural user baseGood interpersonal, communication and relationship building skills with the ability to be assertive, diplomatic and tactful with a diverse population group

* Ability to communicate effectively to management

* Experience using Enterprise Helpdesk incident and project reporting tools.

* In depth knowledge of Windows desktop operating systems

* Ability to administer Windows Active Directory domain architecture and its interaction with the desktop environment.

* Knowledge of unattended build processes and imaging utilities

* Ability to evaluate software products and making recommendations based on business and security requirements

* Experience remediating operating system security vulnerabilities and patch implementation methods

* Ability to troubleshoot desktop and infrastructure issues and resolve complex problems

* Knowledge of the standard end user applications such as Microsoft Office and SAP

* Experience using SCCM for remote client management

* Ability to prepare and present data and reports to support system and equipment improvements and/or replacement recommendations.

* Ability to evaluate operational performance and implement changes; knowledge of project management techniques.

* Ability to make decisions recognizing established precedents and practices and to use resourcefulness and tact in solving new problems.

* Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.

* Strong analytical and research skills; ability to ascertain priorities and meet deadlines and objectives.

* Strong written and oral communication skills to include public speaking and the ability to develop effective proposals.

* Ability to establish and maintain effective working relationships at all levels - Ability to tailor communication to the audience.

* Ability to analyze and optimize servers and workstations, perform network integration, installation and configuration

ESSENTIAL WORK EXPERIENCES

* Proven business service delivery for technical support

* Hands-on technical skills in support and troubleshooting issues

* Windows Active Directory

* Previous Enterprise Helpdesk - communication and prioritization of issues

* Communicate and work with remote and diverse teams

* Proven experience with Microsoft Office & OS support

* Proven experience supporting iOS devices

TRAVEL

* Moderate travel is required for this position (15-20%)

EDUCATION REQUIREMENTS

* Bachelor's degree in business, Computer Science or MIS or related field

LOCATION OF ROLE

West Palm Beach, FL

We are an equal opportunity employer. We do not discriminate on the basis of race, color, creed, religion, gender, sexual orientation, genderidentity, age,nationalorigin, disability, veteranstatusorany other category protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.