IT Operations Manager - End User Support

Gentex Corp•Carbondale Township, PA

About The Position

Gentex is seeking an IT Operations Manager. This position is responsible for overseeing IT support operations across all Gentex US locations (4), managing a team of five resources, and ensuring the delivery of timely high-quality technical support to end-users. This role involves coordinating support activities, optimizing workflows, and driving continuous improvement in IT service delivery while maintaining alignment with organizational goals. The IT Operations Manager plays a critical role in ensuring employees across all locations have the IT tools and resources they need to perform their jobs effectively. Gentex offers a robust benefit package- including, but not limited to, medical/dental coverages, 401k, paid time off and excellent work schedules including a 9/80 work week.

Requirements

Associate degree in information technology, Computer Science, or a related field is required, and a Bachelor’s are preferred.
Minimum 5–7 years of experience in IT support or help desk roles, with at least 2–3 years in a leadership or managerial position.

Nice To Haves

Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are preferred.
Experience managing distributed teams across multiple locations.
Proven track record of improving support processes and driving customer satisfaction.

Responsibilities

Manage and lead a team of five IT support resources distributed across three locations.
Set clear goals and expectations for the team, ensuring alignment with organizational objectives.
Provide mentorship, training, and performance evaluations for team members.
Act as the escalation point for complex technical issues across all locations.
Oversee the day-to-day operations of IT support services across all locations.
Ensure timely resolution of technical issues, including hardware, software, network, and application support.
Manage ticketing systems to track and prioritize support requests, ensuring SLAs (Service Level Agreements) are met.
Develop and enforce escalation procedures for complex or high-priority issues.
Ensure consistent IT support processes and policies across all three locations.
Collaborate with location leads or designated points of contact to address local challenges.
Conduct regular virtual or in-person check-ins with team members at each location.
Identify opportunities to improve support processes, workflows, tools, and communication across locations.
Continuous improvement leveraging automation and tools such as AI.
Implement best practices for incident management, problem resolution, and knowledge sharing.
Develop and maintain documentation, including FAQs, troubleshooting guides, and training materials.
Collaborate with IT teams to ensure end-user devices, applications, and systems are properly maintained and updated.
Manage inventory and procurement of end-user hardware and software across all locations.
Ensure compliance with security policies and procedures, including endpoint protection and access controls.
Act as a point of contact for escalated issues and ensure high levels of customer satisfaction across all locations.
Conduct regular surveys and feedback sessions to assess user satisfaction and identify areas for improvement.
Build strong relationships with internal stakeholders to understand their needs and align support services accordingly.
Generate reports on support metrics, including ticket volume, resolution times, and user satisfaction across all locations.
Analyze trends and patterns to proactively address recurring issues and improve service delivery.
Present findings and recommendations to senior management.
Develop and deliver training programs for end-users to improve their understanding of IT systems and tools.
Ensure the support team is up to date on new technologies, tools, and processes.
Ensure adherence to organizational policies, including data protection, cybersecurity, and regulatory compliance.
Define and execute strategy in support of compliance requirements such as CMMC 2.0.
Collaborate with the security team to address vulnerabilities and implement security measures.