IT Site Support Lead

The Gund Company Inc • Olivette, MO

4d • Hybrid

About The Position

The IT Site Support Lead is responsible for leading and coordinating onsite Tier-2 IT support for the St. Louis manufacturing facility and Corporate Headquarters. This role provides hands-on technical support, supervises plant-based IT support resources, and serves as the primary escalation point for complex, high-impact, or site-specific issues. The role partners closely with the Tier-1 Service Desk and Tier-3 engineering teams to ensure effective incident triage, rapid resolution, and continuous improvement. A strong focus on executive and VIP support, professionalism, and discretion is required due to the presence of senior leadership at headquarters.

Requirements

• 3+ years of experience in IT end-user, desktop, or field/site support.
• Prior experience leading or coordinating IT support resources (formal or informal).
• Strong hands-on troubleshooting skills across Windows endpoints, peripherals, collaboration tools, and basic networking.
• Experience supporting manufacturing or operational environments.
• Proven ability to deliver high-quality executive and VIP support.
• Strong communication, organization, and stakeholder management skills.
• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in Computer Science; and a minimum of 3+ years related IT end-user, desktop, or field/site support experience, including experience leading or coordinating support resources; or an equivalent combination of education and experience with an emphasis in IT support and operations. Experience and/or training; or equivalent combination of education and experience with an emphasis in Computer Science.

Responsibilities

• Lead day-to-day operations for onsite Tier-2 IT support resources at the manufacturing plant and Corporate Headquarters.
• Serve as the primary escalation point for complex, high-priority, or production-impacting IT issues.
• Provide advanced hands-on troubleshooting for end-user devices, peripherals, conference rooms, collaboration tools, network connectivity, and plant-floor technology interfaces.
• Ensure adequate onsite IT coverage aligned with production schedules and business-critical operations.
• Partner with plant leadership and business stakeholders to support operational continuity and rapid incident response.
• Coordinate site-specific IT activities including hardware refreshes, upgrades, and local IT projects.
• Monitor ticket queues, identify trends, drive root-cause analysis, and support preventative improvements.
• Work closely with the Tier-1 Service Desk to ensure proper ticket triage, escalation, and documentation.
• Coordinate with Tier-3 engineering and platform teams when advanced technical expertise is required.
• Participate in major incident response and post-incident reviews as needed.
• Directly supervises employees. Carries out supervisory responsibilities in accordance with the Company policies, the Code of Conduct 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.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Health, Dental, Vision, Life, and Disability insurance
• 401(k) retirement savings program with a 50% employer match up to 6% of contributions
• Regular employee feedback through our IDP (Individual Development Plan)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level