Sims Metal · 2 days ago
ITSM Supervisor
West Chicago, IL
Full-time
Onsite
Mid Level
3+ years expSims Limited is a global leader in metal and electronics recycling, committed to sustainable resource use. The IT Service Management Supervisor oversees the flow of IT service requests and incidents, ensuring timely resolution and adherence to Service Level Agreements (SLAs) while driving process improvements for enhanced service delivery and operational efficiency.
ElectronicsEnvironmental EngineeringRecycling
Responsibilities
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
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
Qualification
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
Ability to prioritize and balance workloads across teams
Identifying trends, root causes, and process improvement opportunities
Ensuring accurate ticket categorization, documentation, and SLA compliance
Clear and professional communication with stakeholders and team members
Handling escalations and making quick, informed decisions under pressure
Working closely with support teams and cross-functional groups
Ability to lead compliance initiatives, coordinate audits, and manage cross-functional teams
Managing escalations and customer expectations effectively
Maintaining a positive user experience
Responding to changing priorities and high-volume situations
Proactively identifying inefficiencies, implementing process enhancements, and driving service quality improvements
Benefits
Competitive pay
A range of attractive benefits
Company
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.
1001-5000 employees
H1B Sponsorship
Sims Metal has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (2)
2022 (1)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
unknown2005-10-21IPO
Leadership Team
Mark Saunders
CFO - Global Metal Operations
Eric Helders
EHS Partner- East Region
Recent News
2026-01-03
Company data provided by crunchbase