Smelter Operation Readiness - Superintendent End User Computing

The purpose of this position is:

The Superintendent End User Computing will be responsible for managing a team of end user computing support technicians to ensure the smooth operation and maintenance of all end user IT resources for our smelting and refining businesses.

The position will oversee the day-to-day operations of the team, ensuring that they are providing timely and effective support for computer applications, desktops, laptops, printers, copiers, projectors, audio visual equipment, mobile devices, and video conferencing facilities.

This supervisory position is to ensure that end-users have access to the IT resources and technical support they need to perform their job functions, and to ensure that the end user support team is meeting the organizations standards, goals, and objectives.

The key duties and responsibilities of this position are:

• Collaborate with other IT teams to ensure that all systems are integrated and working together seamlessly.
• Manage inventory of end user computers and peripherals, and software licenses.
• Ensure the timely and accurate reporting of computer related issues and resolutions in accordance with ITSM standards.
• Install, configure, and maintain desktop hardware and software including operating systems, office applications and specialized software used within process control industries.
• Monitor and maintain the security of our computers systems and network.
• Monitor and analyze end user support metrics to identify areas for improvement.
• Recruiting, training and mentor new and existing end user support technicians and evaluating the performance of support technicians.
• Troubleshoot and resolve computer hardware and software issues.
• Manage and oversee the computer support operations for our smelting and refining businesses, ensuring that all tasks are completed in a timely and efficient manner.
• Participate in the development and implementation of IT projects related to end user computing.
• Budget planning, cost control, and IT asset lifecycle management.
• Provide technical assistance and support to our employees in the use of computer systems and software applications.

The key challenges in this position include:

• Staff Retention: In remote locations, attracting and retaining skilled staff can be a challenge. This supervisory position must create an environment that fosters a positive workplace culture and provides opportunities for professional growth and development to retain staff.
• Keeping up with Technology: End user support technology is constantly evolving, and it can be challenging to keep up with the latest trends and best practices. It is important to stay up to date with industry trends and advancement to ensure that the team is providing the best possible support. This means you need to invest time and resources in continuous learning and development.
• Managing a Team: One of the biggest challenges will be managing a team of end user support technicians, including subordinates from various ethnicities, religions, and cultures, to maximize their full potential. This includes hiring, training, coaching and performance management.
• Hazardous Environment: Smelting operations can be dangerous, the end user computing supervisor must be aware of and follow strict safety protocols when visiting and working in these environments, using specialized protective gear to ensure safety.
• High Pressure Environment: Mining and smelting operations are often high-pressure environments where downtime can result in significant financial losses, and as a supervisor, you may need to deal with high-pressure situations where time is of the essence. You need to be able to make quick decisions and take appropriate actions to resolve issues promptly.
• Resolving Complex and Technical Issues: This role will be responsible for handling complex technical issues that the team may not be able to resolve on their own. This requires a strong technical background and the ability to troubleshoot and solve problems quickly.
• Meeting Service Level Agreements: Responsible for ensuring that your team meets the service level agreements set by the organization. This requires effective communication with other departments and stakeholder to ensure that service expectations are met.
• Managing Customer Expectations: Customers may have high expectations with the resources and capabilities of the team. Effective communication and managing expectations can help mitigate these challenges.
• Prioritizing Tasks: This supervisory position will need to prioritize tasks and delegate responsibilities to ensure that all issues are addressed in a timely and efficient manner. You man on occasions need to prioritize urgent issues and handle conflicting demands from different stakeholders.

The background, education, and work experience needed to succeed in this job are:

Minimum Education & Experience

• Bachelors degree in Computer Science or related field.
• 5+ Years of experience in end user computer support including at least 2 years in a supervisory role.

Core Competencies (Knowledge, Skills & Characters)

• Ability to prioritize and manage multiple projects simultaneously.
• Excellent communication and leadership skills.
• Knowledge of safety procedures and regulations in the metal processing industry.
• Proficiency in spoken and written English, technical and conversational.
• Ability to work independently and in a team environment.
• Strong technical skills in Windows and Unix based operating systems, Microsoft Office, and desktop hardware.
• Experience in managing and mentoring a team of support technicians.
• Experience in mining or process automation industries is a plus.

The key areas in which you have decision-making responsibility are:

• Vendor Management: Make decisions about the selection and management of external vendors that provide technical support services. This includes negotiating contracts, managing vendor relationships, and ensuring that vendors meet service level agreements.
• Managing Staff: Making decision regarding staffing, training and performance management and the allocation of resource and delegation of tasks.
• Evaluating New Technologies: Evaluate new technologies and tools that can improve the support services provided by the team. This includes evaluating new software applications, hardware and other technologies that can enhance the user experience.
• Resource Allocation: Required to make decisions about the allocation of resources, including personnel, equipment, and budget, to ensure that the technical support team has the necessary resources to meet the needs of the end users.
• Continuous Improvement: Continually evaluate the effectiveness of support service and make decision to improve processes, procedures, and training programs to enhance the quality of support provided to end users.
• Technology Upgrades: Make decisions about when and how to upgrade hardware and software. This includes assessing the impact of upgrades on end-users and control systems, developing upgrade plans, and coordinating the implementation of upgrades with other teams within the organization.
• Procurement: Making decision regarding the procurement of hardware, software, and other equipment necessary for the smooth functioning of the end user support team.
• Budgeting: Manage the budget allocated for the end user support team, ensuring that it is being used efficiently and effectively. This includes monitoring expenses and forecasting future needs to ensure that the team has the resources it needs to deliver high quality support services.
• Incident Management: Prioritizing incidents based on severity and impact, assigning incidents to support staff, and ensuring that incidents are resolved within agreed-upon service level agreements.

Dimensions

Financial

• Budgeting: Will be responsible for developing and managing an annual operating budget of approximately US$ 2 MM. Managing the budget for the team, including allocating resources for hardware, software, and other technical needs.
• Cost Control: Will be responsible for controlling costs associated with end user support, including identifying areas for cost savings, and negotiating vendor support contracts.
• ROI Analysis: Required to perform return of investment (ROI) analysis to determine the financial impact or support initiatives or projects as well as make decisions on repair vs. replace.
• Repair or Replace: Making decisions as to if repairing or replacing an end user device would be the most cost-effective long term.
• Approvals: Review end user requests for hardware and software and approving or rejecting these requests by determining business need and aligning with company policies.

Non-Financial

• Leadership: The supervisor is responsible for leading the team and ensuring that they are working effectively and efficiently. This includes setting expectations, providing guidance, and motivating team members.
• Performance Management: The supervisor will be responsible for evaluating the performance of their four direct reports, providing feedback, and identifying areas for improvement.
• Process Improvement: The supervisor should be able to identify opportunities for process improvement and develop strategies for implementing changes that will increase efficiency and effectiveness.
• Maintain: The supervisor must manage the lifecycle of end user computing assets comprising one thousand computers, one hundred printers/copiers, over one hundred office and process control applications.
• Customer Satisfaction: The supervisor must ensure that their team is meeting the needs of the organizations one thousand end users, spread across several geographic locations, including users working remotely and resolving technical issues in a timely and effective manner.

Dateline: 27 Mei 2023