IT Support Manager

PETOSKEY PLASTICS • Petoskey, MI

2d • Onsite

About The Position

As the IT Support Manager, you will lead the team responsible for delivering fast, reliable, and professional technology support across shifts, sites, and business functions. You will own service desk performance, escalation quality, team development, documentation, reporting, and continuous improvement while helping reduce downtime risk and improve the associate experience. This position will perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meets company and user needs.

Requirements

• 5+ years of experience in IT service desk, end-user support, desktop support, systems administration, NOC, manufacturing IT, or related IT operations.
• 2+ years leading, supervising, coaching, or managing technical support staff.
• Strong understanding of ticketing, escalation management, SLA management, incident management, shift handoffs, and customer service best practices.
• Experience supporting business-critical systems and users in environments where downtime or delays can affect operations or customer commitments.
• Experience with IT service management or ticketing platforms such as ServiceNow, Jira Service Management, Team Dynamix, Zendesk, or similar tools.
• Clear communication skills, sound judgment, and the ability to lead through urgency in a 24x7, multi-shift environment.

Nice To Haves

• Experience supporting multi-site manufacturing, warehouse, logistics, or 24x7 operational environments.
• Familiarity with ITIL or other service management frameworks.
• Knowledge of Microsoft 365, Active Directory, Entra ID, Windows endpoints, mobile device management, networking fundamentals, monitoring tools, or Microsoft Azure.
• Experience supporting ERP, MES, warehouse, label printing, production reporting, timekeeping, quality, or other plant-facing systems.
• Experience developing dashboards, KPIs, runbooks, training programs, or service improvement roadmaps.

Responsibilities

• Work with IT Systems Administrator to oversee administration, maintenance, and upgrades of company IT systems, including servers, desktops, printers, network devices, and VOIP systems.
• Work with IT Security Administrator to plan, implement, and maintain network security measures (firewalls, VPNs, host security, file permissions) and manage user access.
• Maintain company assets responsibly and ensure data confidentiality.
• Manage escalated support issues, monitor help desk performance, and report service metrics.
• Manage IT Support Specialists, providing training and coaching for timely task completion.
• Assist with onboarding/offboarding of employees (account setup, equipment, etc.).
• Stay current with IT trends and best practices to enhance support services.
• Maintain knowledge base articles and support documentation.
• As needed, provide technical assistance during business hours and critical periods.
• Perform additional tasks as assigned by management.

Benefits

• Medical, Prescription, Dental, and Vision benefits - valued at $4/hr over your base pay!
• PTO
• Petoskey Plastics pays 3% of your annual earnings into your 401k regardless of your contribution!
• Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement (up to $400 annually)
• Life Insurance
• Short- and Long-Term Disability

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed