IT Service Management Supervisor

Sims Limited (Sims) is a global leader in metal and electronics recycling, and an emerging leader in the renewable energy industry. With facilities across the globe, Sims plays an intrinsic role in the circular economy by making resources available for future use. As a responsible corporate citizen, we continuously seek new ways to broaden our participation in the environmental sector, ensuring that our future is as bright, safe, and secure as at any time in our long history.

With a promote-from-within philosophy and a variety of programs available to support continuous learning, Sims offers the opportunity for a rewarding career. We are committed to the ecologically sound and sustainable use of resources and strive to operate in a manner that minimizes waste and protects the environment.

Purpose of Role

The IT Service Management Supervisor is responsible for overseeing and optimizing the flow of IT service requests and incidents to ensure timely resolution, adherence to Service Level Agreements (SLAs), and alignment with business priorities. This role ensures accurate SLA definitions that reflect organizational needs, monitors queue performance, and drives process improvements to enhance service delivery, customer satisfaction, and operational efficiency. Processes IT service tickets as needed to ensure efficient resolution and alignment with business priorities.

Principal Accountabilities

• Queue Monitoring & Management: Oversee and manage the IT support ticket queue to ensure timely assignment and resolution. Prioritize tickets based on severity, impact, and business requirements.
• SLA Compliance: Ensure all tickets are addressed within defined Service Level Agreements (SLAs). Monitor and report on SLA breaches, escalating issues as necessary. Manage and regularly review SLAs to ensure they remain accurate, realistic, and aligned with business needs and demand.
• Optimization: Focuses on optimizing ITSM processes, including incident, problem, and request management.
• Automation: Responsible for reducing ticket volumes and improving throughput through process redesign and automation.
• Distribution: Assign tickets to appropriate team members based on skill set, availability, and workload. Balance workload across the team to maintain efficiency and prevent bottlenecks.
• Escalation Management: Act as the primary point of escalation for unresolved or high-priority incidents. Coordinate with senior engineers or vendors for complex issues.
• Performance Monitoring & Reporting: Track and analyze queue metrics (e.g., response time, resolution time, backlog). Generate regular reports for leadership on queue health and team performance.
• Compliance Reporting: Generate regular reports for IT leadership and other stakeholders. Provide metrics on audit status, control effectiveness, and risk posture.
• Process Optimization: Identify trends, recurring issues, and process gaps to improve ticket handling efficiency. Recommend and implement improvements to workflows and escalation procedures.
• Communication & Coordination: Maintain clear communication with stakeholders regarding ticket status and critical incidents. Collaborate with other IT teams to ensure smooth handoffs and resolution.
• Knowledge Management: Ensure proper documentation of solutions and updates in the knowledge base. Promote best practices for ticket documentation among team members.
• Tool Administration: Manage and optimize ITSM tools (e.g., ServiceNow, Jira, Cherwell, Ivanti) for queue visibility and automation. Configure dashboards and alerts to support proactive queue management. Azure DevOps is a plus
• Compliance & Audit Readiness: Ensure ticket handling adheres to company policies, security standards, and regulatory requirements. Maintain accurate records for audit and compliance purposes.
• Additional Duties: Perform other duties as assigned to support the IT department and organizational goals.
• Other:
• EH&S Compliance: Demonstrate personal responsibility for, and ensure compliance with, all Environmental Health & Safety (EH&S) policies, procedures, and initiatives within the team.
• Diversity and Inclusion: Promote diversity and inclusion, positive employee relations, and teamwork, ensuring all team members are treated fairly and equitably.
• Cost Management: Manage costs in line with budgetary requirements and financial policies and procedures.
• Continuous Improvement: Support and recommend continuous improvement initiatives and foster compliance with quality requirements.
• Policy Compliance: Ensure team compliance with all company policies, procedures, and initiatives.
• Workforce Development: Cultivate a well-trained workforce, including support of performance-management and career-development initiatives.

Key Performance Indicator

• SLA Compliance Rate - Percentage of tickets resolved within SLA.
• Mean Time to Acknowledge (MTTA) - Average time from ticket creation to first response.
• Mean Time to Resolve (MTTR) - Average time from ticket creation to resolution.
• Backlog Aging - Percentage of open tickets older than SLA or aging beyond thresholds.
• Continuous Improvement - Reduction in Repeat Incidents.

Key Relationships

• Internal – All employees in the Sims IT org.
• External – Vendors and Contractors

Experience & Qualifications 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, with a strong focus on queue and ticket management.
• Proven track record of managing high-volume service queues, prioritizing tasks, and ensuring timely resolution of incidents and service requests.
• Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or similar ticketing systems.
• Knowledge of Azure DevOps and other systems, such as Jira a plus.
• Familiarity with ITIL practices and service delivery frameworks; ITIL certification is a plus.

Skills and Competencies

• Queue & Workload Management: Ability to prioritize and balance workloads across teams.
• Analytical Thinking: Identifying trends, root causes, and process improvement opportunities.
• Attention to Detail: Ensuring accurate ticket categorization, documentation, and SLA compliance.
• Communication Skills: Clear and professional communication with stakeholders and team members.
• Problem-Solving & Decision-Making: Handling escalations and making quick, informed decisions under pressure.
• Team Coordination & Collaboration:  Working closely with support teams and cross-functional groups.
• Project & Program Management: Ability to lead compliance initiatives, coordinate audits, and manage cross-functional teams.
• Conflict Resolution: Managing escalations and customer expectations effectively.
• Customer Service Orientation: Maintaining a positive user experience
• Adaptability: Responding to changing priorities and high-volume situations.
• Continuous Improvement Mindset: Proactively identifying inefficiencies, implementing process enhancements, and driving service quality improvements.

A career with Sims provides you with the opportunity to work with an organization whose goal is to be the world’s safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits.

Sims is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. Sims does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination. 

To achieve our purpose to create a world without waste to preserve our planet, we are guided by our Principles of Purpose: Be Safe + Well, Band Together, Be Accountable + Transparent, Consistently Innovate, Inspire with Purpose, Celebrate + Have Fun.