IT Support Manager

The primary focus of this team is to deliver onsite technical support for end users. Responsibilities include hands-on troubleshooting of hardware, software, workstation issues, and support for computer imaging processes. The team will respond to support needs through service desk tickets, walkups, phone, and email, and will provide full lifecycle support for computer systems, desk phones and mobile devices. In addition, the team will actively support and collaborate with the network and systems teams on onsite infrastructure tasks such as equipment installation, maintenance, testing, and assisting with local network and systems operational needs, all in alignment with Liebherr Corporate Information Security (CIS) standards. This role will be responsible for functional management of local IT support personnel across many sites and disciplinary management of personnel at the Tupelo Mississippi location.

Responsibilities

• Ensure support requests are resolved in a timely manner and in accordance with the agreed-upon SLA's.
• Manages and communicates IT KPI's, dashboards, and performance reports based on department vision and processes.
• Provides advanced technical support to the IT Support team as required.
• Supports the maintenance of the IT asset system to ensure systems always stay up to date. This includes procurement of IT assets to maintain uptime and prevent stock outs, asset inventory, FIFO on issuing hardware, and asset disposal in accordance with company policy.
• Manages full lifecycle support for mobile devices, including procurement, inventory control, asset management, provisioning, and disposal in accordance with SOPs.
• Accurately records activities in the help desk ticketing system.
• Tracks equipment and software lifecycles, proposing hardware replacements as appropriate; tracks software licensing and executes renewals.
• Manage new employee onboarding process, including creating and maintaining Active Directory accounts in accordance with company security policies.
• Manages exiting employee off-boarding processes, including account deletion, legal holds, employee transfer tasks, and return/storage of IT equipment.
• Manages the IT client hardware replacement program for users, including maintaining and executing the computer deployment program.
• Oversees lifecycle management of conference room and video teleconferencing (VTC) systems, including procurement, configuration, inventory, asset tracking, maintenance, and end-of-life disposal per SOPs.
• Collaborate with hardware suppliers to identify appropriate hardware models and assist with negotiation of pricing and discounts.
• Assists in financial requirements by submitting information for budgets and monitoring expenses.
• Assists in providing quotations based on user requests to ensure they comply with the IT budget and security policies.
• Identifies frequent or common issues and follows the escalation procedure for problems and major incidents.
• Coordinate planned and unplanned IT outages, including change communications, stakeholder notifications, status updates, and post-outage follow-up documentation.
• Coordinate contractors supporting onsite IT services and projects, including scheduling, site access, scope-of-work clarification, safety and compliance requirements, work quality verification, and
• documentation of completed work.
• Assists with continuous improvement projects to improve business processes and reduce cost.
• Creates and maintains documentation related to new and existing IT processes.
• Creates and contributes to knowledgebase articles.
• Trains and provide individual instruction to technicians.
• Participates in cross-functional projects as scheduled.
• Practices 5S methodology to keep responsible areas organized and maintained at all times

Management Duties:

• Manages Direct Reports 6 - 10 personnel.
• Responsible for the overall direction, coordination and evaluation of IT Support team.
• Carries out management responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manage employee schedules to ensure adequate coverage, including shift planning, on-call/after-hours rotation, and coordination of PTO and absences.
• Manage a geographically dispersed team, including remote coaching and performance management, consistent communications and meeting cadence, cross-site workload balancing, and periodic onsite
• visits as needed

Competencies

Education and Experience:

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related discipline with a minimum of 4 years of related experience, or an Associates degree in Computer Science, Computer Engineering, Information Systems or related discipline with a minimum of 6 years of related experience, or a minimum of 8 years of related experience in lieu of a degree.
• A minimum of 4 years in a Management position, successfully leading technical personnel and managing related tasks

Additional Requirements:

• Up to 10% Travel domestically and internationally occasionally.
• Ability to obtain and maintain a valid driver license and passport.

Our Offer

Pay Range: $110,000.00 - $139,000.00

An interesting and ambitious role in a successful international company. We offer a secure work environment with a comprehensive benefits package that includes major medical, dental and vision insurance, 401K plan with company match, paid vacation and personal days and competitive salary.

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Jose Matrille.

Liebherr-America, Inc. and its US affiliates are Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
If you are a California resident, please visit Liebherr USA, Co. Privacy Statement for more information regarding how Liebherr-America, Inc. and its US affiliates collect and process your personal information.

One Passion. Many Opportunities.

The company

In line with its international growth, Liebherr's venture into the United States began in 1970. Within a couple of years, the company expanded and completed its production facilities in Newport News, Virginia, for its product line of hydraulic excavators. It was later converted into Liebherr's manufacturing facility for mining trucks and remains home to Liebherr Mining Equipment Newport News, Co. In addition to its production facility, Liebherr markets a wide variety of products and technologies through its companies located across the United States. The companies are Liebherr-Aerospace Saline, Inc., Liebherr Gear Technology, Inc., Liebherr Automation Systems, Co., and Liebherr USA, Co., the umbrella company for 12 product segments that are positioned across the United States.

Location

Liebherr USA Co.

145 Liebherr Drive

38801 Tupelo, MS

United States (US)

Contact

Jose Matrille

View email address on click.appcast.io