Job Description

WE ARE CDE.


HERE TO CREATE OUR BEST WORLD, A TON AT A TIME.


Sand is a finite resource, and it's running out. Today, population growth and the pace of progress means the world is devouring sand like never before - 50 billion tonnes a year globally. This demand is unsustainable. Together with our customers we have already diverted over 100 million tonnes of waste material from landfill and put it back into the materials market for use in construction; protecting sand & aggregates in areas where natural material reserves are in decline and enabling production to happen closer to markets. We are minimising environmental impact and laying the foundations for the circular economy.


At CDE we work across the natural processing and waste recycling sectors, in five regions, to pioneer industry-leading, world-changing engineering solutions. Our headquarters are in Northern Ireland, and we have offices in the USA, Australia, Austria, and Brazil. For over 30 years we have relentlessly innovated and co-created wet processing solutions - completing over 2,000 global projects - and we're only getting started. Our purpose is to create our best world, a ton at a time; empowering our customers to transform their materials into valuable resources for the betterment of people, planet, and their bottom lines.


CDE is now seeking to appoint an IT Service Desk Manager to join the already well-established IT team, reporting directly to the Head of IT.


This position is based in our Cookstown HQ office but may require some travel given the global profile of our work.


Discover more about life at CDE www.cdegroup.com

About The Role

The successful candidate will be responsible to lead the Service Desk team and will oversee the day-to-day effectiveness of incident, service request and problem management to ensure the team meets set SLAs, ensures documentation for the IT department is up to date and accurate, be the main point of contact for Service Desk escalations and takes ownership of CDE's recruitment IT onboarding experience to ensure each new employee receives everything they need to hit the ground running in their new role from day one. They will take charge of efficiency improvement opportunities within the Service Desk function and prioritize automation where


possible to reduce the number of incidents needing raised by end users. They will report directly to the Head of IT with regular reports on the efficiency of the Service Desk team along with designing & implementing continuous improvement ideas for the team and Service Desk platform.


Key Responsibilities

Manage the IT Service Desk team, carrying out appraisals and championing personal development opportunities Responsible for Incident, Request, Change and Problem Management Responsible for leading 1st line and 2nd line IT Support Service Desk team with the mindset of delivering first class service to CDE Control of IT Support office rota and ensure adequate IT Support resources are available each day Be the main contact and escalation point for the service desk and manage any complaints Manage completion of user requests by ensuring first response is met on each case all through to an appropriate resolution Take ownership of CDE's recruitment IT onboarding experience to ensure each new employee receives a high quality of service consistently Take ownership of IT solution database to create one central hub for all Service Desk first line & second line documentation as well as self-service user documentation Proactively spot trends for issues and lead root cause analysis to eliminate recurring issues with permanent fixes or using automation Reporting back to the Head of IT on key areas of performance on a weekly and monthly basis Champion opportunities to consistently improve the end user Technology experience Continual Service Improvement (CSI) initiatives. Implement new innovative and efficient ways of working and streamlining process to gain overall service improvements Work with the Head of IT to negotiate OLAs and SLAs for CDE. All requests must be managed through the Service Desk platform and comply with the agreed service levels

Please note, this job description is not exhaustive as other duties may be required to fulfil the requirements of the role.


Other

To carry out any other duties within reason and capability associated with this role.

Required Criteria

+ 2.1 level IT degree or equivalent + 2+ years' hands on experience in similar senior IT support role
+ Strong competence in Office 365 suite of products namely Exchange online, SharePoint, Endpoint Manager & Azure AD
+ Exceptional Customer Service skills
+ Team leadership abilities
+ Demonstrable problem-solving skills
+ Able to work well as part of a team and under own initiative with minimum supervision
+ Supportive and reliable team member
+ Thorough, demonstrates attention to detail
+ Excellent written and oral communication skills
+ Organized and able to identify and prioritize work
+ Personal resilience and be skilled at working in challenging situations
+ Able to adapt own approach and style to the situation
+ Passionate about providing an enterprise class service
+ Willing to undertake travel, work overtime and weekends if required
+ Able to be in our Cookstown Office 3 days per week

Desired Criteria

+ ITIL foundation qualification or higher + Previous experience working in an ITIL Service Desk
+ Experience leading a team

Skills Needed

Customer Service, Working Under Pressure, Decision Making, Time Management

About The Company

WE ARE CDE. ENGINEERED FOR YOU


We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy.


We help our customers maximise their natural resources in the most sustainable way possible - with greater efficiency and less waste than ever before. Our unparalleled speed and scale are down to our proximity to our customers and our deep understanding of their challenges. Our track record of proven solutions consistently meets our customers' needs precisely, operating in challenging environments from the Arctic to the Equator.


Wet processing is our sole focus -our experience and expertise is unmatched in this field.


Every day, in everything we do, we strive to do it right. We want to be the best at what we do and deliver the maximum benefit for our customers. We pull together, as a team, in pursuit of this common cause. Our "Customer for Life" mentality fortifies each of our projects, with CDE engineers delivering continuous, limitless support.

Company Culture

We recognise that it is our people that have established CDE as market leader in developing solutions for the wet processing industry both within natural materials processing and waste recycling sectors.


OUR PURPOSE IS TO CREATE OUR BEST WORLD, A TON AT A TIME.


To do that, we must continue to build our global team by adding the most ambitious, driven and talented people. We will challenge you, elevate you and broaden your horizons. We will help you to be the best you can be both personally and professionally.


We are renowned for our energy and can do attitude.... and at times seemingly delivering the impossible. We also know that all the will in the world won't take us anywhere unless we work together. And we like to have fun together - life's too short and we spend most of it at work. If we lose the power to laugh, we lose the power to think.


We will continue to add the most dynamic, ambitious and talented individuals to the CDE team.

Company Benefits

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Employee development programs, A diversity program, Opportunity to travel, Free parking, Cycle to work, Referral bonus, Open office, Competitive salary, Long service recognition, Free parking or Discounted parking , Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Employee Recognition Scheme, Hybrid Working, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Bereavement leave, Long service awards, Service recognition increases to annual leave, Staff celebration events

Salary

Not disclosed