IT Field Service Technician Site Lead

Allegion•Farmington, CT

19d•Onsite

About The Position

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. The Lead IT Support Technician oversees day‑to‑day technical support operations within our ALLEGION manufacturing sites, ensuring reliable performance of all IT and OT (operational technology) systems that support production. This role provides advanced troubleshooting, mentors junior technicians, and acts as the primary liaison between plant operations and corporate IT teams. Collaboration with teams, support implementations and aims to optimize IT operations. Technical support work involves assisting users with hardware and software issues, diagnosing problems, providing solutions, and recommending improvements.

Requirements

A minimum of 4 years’ work experience supporting Manufacturing and Office environments, specifically, a high level functional and technical working knowledge of Microsoft Windows Operating Systems, Apple OSX, Microsoft Office Suites, and Microsoft Software (SharePoint, Skype/Teams, Visio).
Mobile environment operating systems; Apple iOS. Android, Windows CE, & audio/video.
Must have outstanding and highly professional verbal and written communications skills and effective at communicating highly technical issues in a non-technical manner, considerate of each customer's focus and priority.
Experience with hardware troubleshooting, including PC’s, handheld scanners, label, laser, and multifunction printers.
Network troubleshooting and support.
Broad technical IT knowledge and awareness of industry trends.
Operational Excellence - Root Cause Analysis, process, risk reduction, security, and controls, change management.
Working in cross functional teams and the ability to work as part of a virtual team.
Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team.

Nice To Haves

Certifications a nice to have.
Knowledge of OT technologies a nice to have, not required. (PLC’s, SCATA, etc)

Responsibilities

Main point of contact for local leadership and other IT teams. Meet with them on needs, issues, and associated priorities.
Demonstrate technical ownership of local IT infrastructure and lead assigned projects to drive operational and/or IT improvements.
Be empowered and accountable in providing advanced technical support and resolutions, at a 2nd level, to exceed end-user expectations per Service Level Agreement metrics.
Attend local business meetings like MDI.
Demonstrate independent troubleshooting and decisive problem solving.
Be proactive in leveraging internal and external resources to resolve incidents and complete goals.
Provide immediate technical support and solutions for office environments, manufacturing facilities, and warehouses.
Provide and coordinate on-call support required as needed.
Work with Management to prioritize resources and activities.
Create, follow and promote defined ITIL, and cyber security, procedures and policies.
Provide and coordinate basic support of network, server, security, and application infrastructure.
Perform root cause analysis to eliminate reoccurring incidents.
Create plans for IT software and hardware lifecycle processes including ordering, forecasting, tracking, deployment within defined performance metrics.
Install/coordinate technology hardware and software that fulfill user requests according to standards or requirements.
Plan Annual Operating Plan (AOP), including annual spends and timeframes.
Develop new infrastructure troubleshooting strategies to reduce downtime and decrease maintenance costs.
Create strategies for upgrading the company’s infrastructure with new updates.
Construct and implement plans to ensure the company’s infrastructure operates smoothly in the event of a problem.
Collaborate with other department managers to assess the growth needs and maintenance of the company’s infrastructure.
Review and control expenditures to ensure projects remain within budget.
Coordinate cybersecurity trainings for local user community.
Assist with interviewing and onboarding IT contractors and FTEs, as needed.
Manage, train, and provide leadership to FST personnel, including coaching, evaluations, and timekeeping.
Lifecycle Manage, forecast, collaborate and control Assets working with Asset Management Team, keep right levels of use.
Work directly with Cybersecurity to keep VLM levels out of risk.
Perform other duties as assigned.

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Competitive Paid Time Off
A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back so you can “serve others, not yourself”
Opportunities to leverage your unique strengths through Clifton Strengths assessment & coaching