ITSM 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.

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.

• 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., Service Now, Jira, Cherwell, Ivanti) for queue visibility and automation. Configure dashboards and alerts to support proactive queue management. Azure Dev Ops 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.

• 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…