IT Support Operations Specialist (IT26001)

TMEIC Corporation Americas•Roanoke, VA

About The Position

Provide operational leadership for IT support operations to ensure responsive, high‑quality service delivery aligned with infrastructure and business objectives

Requirements

Associate’s degree in computer science, computer engineering, electrical engineering, or related field or equivalent via education and/or work experience
5 years’ experience in IT support or help desk services
Demonstrated success leading IT technical and business projects
Demonstrated success identifying system gaps and emerging technologies that increase accuracy, productivity, and business growth
Demonstrated ability to deliver a project or multiple projects on time, from concept through deployment
Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts
Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills
Demonstrated continuous improvement in areas of responsibility
Proficiency in MS Office
Availability to travel domestically and internationally, less than 5%, sometimes with limited notice

Nice To Haves

Demonstrated experience with ITIL frameworks
Familiarity with Microsoft 365 administration
Demonstrated experience in manufacturing or multi-site enterprises
Demonstrated experience implementing knowledge bases and self-service portals
Demonstrated experience in a recognized business process methodology

Responsibilities

Lead and execute day-to-day IT support operations through coordination and prioritization of IT support activities
Assign, prioritize, and rebalance IT support work to meet service expectations
Define and maintain IT support procedures and standards, aligned with best practices and regularly reviewed for relevance
Ensure proper escalation and resolution paths are followed for all IT support cases, coordinating across teams as needed
Monitor IT support trends and metrics to identify issues, track performance, and drive service improvements
Ensure alignment of priorities, facilitate knowledge sharing, and drive effective coordination to resolve IT issues efficiently
Implement tools to enhance IT support efficiency, including service management platforms, automation solutions, and remote IT support tools
Lead IT support resources to ensure technical proficiency and service standard adherence
Ensure effective execution of IT support operations by coordinating IT support activities and client service excellence
Proactively assess and provide IT support performance feedback to manager on an ongoing basis
Lead problem management efforts by identifying root causes of recurring issues and implementing permanent solutions
Drive continuous improvement in IT support processes and customer experience
Forecast IT support needs and identify resource and tool requirements for budget and MRP planning
Bring full effort to bear on tasks assigned by manager
Give manager best advic
Give earliest notice when work cannot be delivered as specified
Cooperate and collaborate with peers and interact cross-organizationally as specified by manager
Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment
Comply with all Company policies, practices, and procedures and all regulations and laws
Recommend viable improvements proactively
Ensure effective utilization of business tools and processes