TC
The Hershey CompanyCompensation Manager
Manager, Compensation at The Hershey Company shaping and maintaining global compensation practices. Leading process standardization and delivering insights through data storytelling.
About the role
- Supervise and mentor Service Desk staff, including analysts and technicians.
- Oversee staffing, scheduling, and training to ensure proper coverage and skill development.
- Conduct regular performance reviews and set development goals for team members.
- Manage the day-to-day operations of the IT Service Desk, ensuring prompt resolution of issues.
- Monitor service levels and KPIs such as First Contact Resolution (FCR), SLA compliance, and ticket backlog.
- Ensure consistent incident, request, and problem management workflows using ITSM tools (e.g., ServiceNow, Jira Service Management).
- Identify trends in service requests to proactively improve services and reduce incident volumes.
- Develop and implement service improvement plans and automation strategies.
- Maintain knowledge base and self-service tools to empower end users.
- Act as a point of escalation for complex or high-impact issues.
- Collaborate with other IT departments (infrastructure, applications, cybersecurity) to resolve systemic issues.
- Communicate support trends, incidents, and performance metrics to senior management.
- Ensure adherence to internal policies and external compliance requirements (e.g., SOX, GDPR).
- Maintain accurate records of incidents and resolutions for auditing and reporting purposes.
Requirements
- Bachelor’s degree preferred.
- 5+ years experience in IT Support, with at least 2 years in a supervisory or managerial role.
- Proven experience with macOS, jamf, Windows, Office 365 applications, MS Teams.
- Demonstrated excellent troubleshooting skills for hardware & software related issues.
- Strong knowledge of ITIL framework and service management best practices.
- Experience with ticketing and ITSM platforms (e.g., Jira, ServiceNow, Zendesk).
- Expert domain knowledge and technical skills.
- Ability to prepare & provide reports.
- Should be able to present papers to Sr. management.
- Strong organizational skills.
- Superb verbal and written communication skills.
- Experience managing remote or hybrid teams.
- Proficient in handling multiple tasks.
- Quick to identify, understand and provide resolution to issues.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
TC
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