IT Manager

Summary

The successful candidate will provide both operational and administrative leadership for the user support teams while also serving as the escalation point for advanced technical support issues. Additionally the IT Support Manager provides exceptional customer engagement service and support for all customers leads planning and execution for regional technology projects including technology upgrades rollouts replacements and improvements. Leads the team as contributors and facilitators of manufacturing automation and business process initiatives within the region. The Manager supports senior IT leadership with planning documentation and operational reports. On a daily basis this first-line leader manages the workload and productivity of local IT technicians and actively manages user support office technology and incident resolution at plant locations in Arkansas Ohio West Virginia Wisconsin Germany and United Kingdom. Works closely with Cyber Security Applications and Infrastructure teams. The ideal candidate has the aptitude to manage a remote workforce and engage business stakeholders in a professional and helpful manner. A thoughtful and creative approach to developing team members and producing great results is essential.

Travel as required

Primary Duties & Responsibilities:

• Work as a leader in the Division IT organization in Warrensville Heights Ohio or Huntington West Virginia.
• Serves as the primary business-facing leader and single point of contact for all IT support functions.
• Lead and develop IT support technician.
• Document application requirements technical specifications use-cases and workflow processes.
• Support and implement Corporate and Division data governance and master data initiatives.
• Enforce company compliance safety environmental governmental policies and regulations as applicable.
• Mentor and train junior techs on user support user engagement and technical troubleshooting.
• Handle technical escalations from Help Desk and other technicians.
• Provide leadership on local IT projects in support of business operations.
• Work closely with other division and corporate technical teams including security networking infrastructure and application teams to identify and troubleshoot complex technical issues to implement changes and to ensure successful user adoption.
• Provides specialized onsite and remote support for emergency activations and special events and other work as assigned.
• Participates in or leads projects including imaging and deploying endpoints (computers tablets laptops smart phones) as well as shop floor IT systems implementation testing new endpoints documentation etc.
• Manage technical schedules for both normal business hours and after-hours on-call support.
• Other duties as assigned.

Required Skills:

Strong knowledge of installing modifying and repairing computer hardware and software.

• Ability to correctly diagnose and troubleshoot business technology.
• Familiarity with computer hardware software and phone systems.
• Documenting and assessing support engagements through service desk applications.
• Monitoring open Help Desk ticket requests dispatches and ensures issues are addressed in timeline fashion.
• Providing and assisting with end user training as needed.
• Lead other IT professionals in support of complex problem resolution or project implementation.
• Good knowledge of Active Directory Windows operating systems user and server hardware identify management mobile device management Window Server administration and creating procedural documentation.

Other Desirable Skills (not required):

Workstation and service patching and deployments via SCCM.

• Solid technical writing and documentation skills.
• Familiarity with ITIL best practices particularly within ServiceNow.
• SQL database administration.
• Familiarity with SOX and other compliance programs.
• Strong familiarity course work or certification in cyber security.
• Understanding of routing and switching fundamentals.

Experience & Education:

• Bachelors degree in computer science information systems or related studies or equivalent work experience.
• Minimum of two (2) years IT management or supervisory experience.
• Preferred two (2) plus years working in a discrete manufacturing environment such as aerospace or other heavy industries.

Other duties as assigned

Required Experience:

Manager