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Director of Disability Management and IT Operations
2 months ago
About American Iron and Metal
American Iron and Metal (AIM) is a family-owned company and a global leader in the metal recycling industry with over 125 sites and 4,000 employees worldwide. We have continued to thrive for nearly a century thanks to the dedication of our employees and the ongoing trust and support of our customers.
Our Business
We are a multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.
Our Mission
We take pride in doing good things for the environment to help create a greener, more sustainable future for all.
Our Culture
We value a dynamic and rewarding work environment where employees can work on high-impact, meaningful projects while also having fun.
Job Summary
We are seeking a highly skilled Director of Disability Management and IT Operations to lead our local support teams and outsourcing partners to ensure customer satisfaction while adhering to desired IT standards and norms.
Key Responsibilities
- Develop and maintain a high-performance support team on a daily basis, ensuring that incidents, service requests, and problems are effectively managed according to ITIL best practices and agreed customer service level agreements (SLAs).
- Direct activities within the group and ensure that projects and recurring activities are carried out efficiently and delivered on time and on budget.
- Measure and report on the performance of internal and external teams in terms of volume and service delivery.
- Monitor new developments in the field of expertise and assess their relevance to the company.
- Audit the updating of user procedures, technical documentation, support processes, and operations manuals.
Requirements
- University degree in computer science or specialized bachelor's degree in information technology.
- Successful relevant experience in user service outsourcing.
- Good knowledge of Windows environments, O365, and equipment lifecycle management.
- In-depth knowledge of the indicators and best practices required to manage the environment.
- Fluent in spoken and written French and English.
- Good stress resistance/time and priority management.
- Professional/thorough/proactive and able to react quickly.
