IT Service Management Supervisor
a day ago
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OnsiteFull-timeMid
Summary
Sims Metal is seeking an IT Service Management Supervisor to join their team in Chicago, IL. The role involves overseeing and optimizing the flow of IT service requests and incidents to ensure timely resolution and adherence to Service Level Agreements (SLAs).
About the Role
As an IT Service Management Supervisor, you will be responsible for managing the IT support ticket queue, ensuring SLA compliance, optimizing ITSM processes, and driving process improvements. You will also handle escalations, monitor performance metrics, and maintain communication with stakeholders regarding ticket status.
About You
Required:
- Bachelor's degree in information technology or related field.
- 3–5 years of professional experience in IT service management, help desk operations, or customer support leadership.
- Proven track record of managing high-volume service queues and ensuring timely resolution of incidents.
- Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or similar ticketing systems.
Preferred:
- Knowledge of Azure DevOps and other systems, such as Jira.
- Familiarity with ITIL practices and service delivery frameworks; ITIL certification is a plus.
Benefits
- Competitive pay and a range of attractive benefits.
- Opportunities for continuous learning and career development.
Sims Metal
Sims Metal, division of Sims Limited, is a global metal recycler with operations that encompass the buying, processing and selling of ferrous and non-ferrous metals. Our metal recycling operations are located across the United States, Australasia and the United Kingdom and comprise a network of processing facilities – many with deep-water port access supported by an extensive network of feeder yards. We provide customized recycling services to meet the individual needs of commercial and industrial scrap metal producers, and we buy ferrous metal from metal dealers, peddlers, auto wreckers, demolition firms and others who generate obsolete metal, and from manufacturers who generate industrial metal.
Chicago, IL