IT Support Manager

PCC Talent Acquisition Portal•Dillon, SC

8d•Onsite

About The Position

The successful candidate will provide both operational and administrative leadership for the user support teams, while also serving as the escalation point for advanced technical support issues. Additionally, the IT Support Manager provides exceptional customer engagement, service, and support for all customers, leads planning and execution for regional technology projects including technology upgrades, rollouts, replacements, and improvements. Leads the team as contributors and facilitators of manufacturing automation and business process initiatives within the region. The Manager supports senior IT leadership with planning, documentation, and operational reports. On a daily basis, this first-line leader manages the workload and productivity of local IT technicians, and actively manages user support, office technology and incident resolution at 8 plant locations in Texas, Ohio, Pennsylvania, Massachusetts, South Carolina, and New Jersey. Works closely with Cyber Security, Applications, and Infrastructure teams. The ideal candidate has the aptitude to manage a remote workforce and engage business stakeholders in a professional and helpful manner. A thoughtful and creative approach to developing team members and producing great results is essential. Occasional travel required.

Requirements

Strong knowledge of installing, modifying, and repairing computer hardware and software.
Ability to correctly diagnose and troubleshoot business technology.
Familiarity with computer hardware, software, and phone systems.
Documenting and assessing support engagements through service desk applications.
Monitoring open Help Desk ticket requests, dispatches, and ensures issues are addressed in a timely fashion.
Providing and assisting with end user training as needed.
Lead other IT professionals in support of complex problem resolution or project implementation.
Good knowledge of Active Directory, Windows operating systems, user, and server hardware, identity management, mobile device management, Window Server administration, and creating procedural documentation.

Nice To Haves

Workstation and service patching and deployments via SCCM.
Solid technical writing and documentation skills.
Familiarity with ITIL best practices, particularly within ServiceNow.
SQL database administration.
Familiarity with SOX and other compliance programs.
Strong familiarity, coursework, or certification in cyber security.
Understanding of routing and switching fundamentals.

Responsibilities

Work as a leader in the Division IT organization in Houston, Texas.
Serves as the primary business-facing leader and single point of contact for all IT support functions.
Lead and develop IT support technician.
Document application requirements, technical specifications, use-cases, and workflow processes.
Support and implement Corporate and Division data governance and master data initiatives.
Enforce company compliance, safety, environmental, governmental policies, and regulations as applicable.
Mentor and train junior techs on user support, user engagement, and technical troubleshooting.
Handle technical escalations from Help Desk and other techs.
Provide leadership on local IT projects in support of business operations.
Work closely with other division and corporate technical teams including security, networking, infrastructure, and application teams, to identify and troubleshoot complex technical issues, to implement changes and to ensure successful user adoption.
Provides specialized onsite and remote support for emergency activations and special events, and other work as assigned.
Participates in or leads projects including imaging and deploying endpoints (computers, tablets, laptops, smart phones), as well as shop floor IT systems implementation, testing new endpoints, documentation, etc.
Manage technical schedules for both normal business hours and after-hour on-call support.
Other duties as assigned.