Regional IT Site Support Team Lead - AMER East

Moog Inc.•Blacksburg, VA

6d•$90,000 - $115,000•Onsite

About The Position

Moog is seeking a Regional IT Site Support Team Lead for the AMER East region, based onsite in Blacksburg, Virginia. The position reports to the Manager, Global IT Service Desk and Site Support - AMER and works a first-shift schedule. The role oversees onsite IT support across a geographic region and leads a team of IT professionals located at multiple facilities. It combines team leadership, service delivery, incident escalation, operational controls, and continuous improvement, with domestic and international travel as needed. The position may require extended hours and weekend work when needed and requires access to U.S. export-controlled information.

Requirements

Bachelor’s degree in Computer Science or Management Information Systems and at least five years of relevant experience in a technology role, including at least one year as a people leader; alternatively, at least eight years of experience, including team leadership, may be considered in lieu of a degree.
Familiarity with IT Service Management principles.
Strong oral and written communication and customer service skills.
Ability to work in a constantly changing environment and work extended hours or weekends when needed.
Ability to travel to domestic and international sites as needed.
Ability to access U.S. export-controlled information.

Nice To Haves

ITIL v4 certification is strongly preferred.

Responsibilities

Oversee onsite IT support activities in the assigned geographic region and supervise IT professionals at various facilities.
Assign work to IT Support Technicians based on location, skill set, and other relevant factors.
Establish, document, and revise team standard operating procedures.
Act as a key escalation point for technology support issues raised by site support technicians and site leadership.
Coordinate with IT Resolver Teams and IT Operations Partners to prioritize work for support teams in the reporting line.
Join Major Incident Management calls to represent the team as needed.
Promote high standards of customer service through effective oral and written communication and customer service skills.
Work with leaders, business partners, and stakeholders to identify end-user resourcing and support needs and align staffing and work priorities accordingly.
Understand the technology needs of regional sites and support implementation of new solutions, ensuring adherence to hardware and software standards in the endpoint computing environment.
Lead, coach, and mentor team members across disciplines, cultures, backgrounds, experience levels, and regions; provide development opportunities and handle timecard approvals, performance management against key metrics, scheduling, and travel arrangements.
Develop, implement, and monitor policies and controls that support high-quality end-user support, data accuracy, security, and legal and regulatory compliance.
Promote IT service management practices and help the team learn and apply them to deliver value to stakeholders.
Identify, prioritize, and implement continual improvement opportunities, collaborating with other teams to improve IT service delivery.
Travel to domestic and international sites to meet with business stakeholders and technicians as needed.

Benefits

Great compensation package and bonus opportunities.
Matching 401(k).
Employee Stock Purchase Plan at select locations.
Flexible Spending and Health Savings Accounts.
Flexible paid time off and holidays.
Parental leave program.
Medical, dental, vision, life, and disability insurance coverage.
Employee Assistance Plan and other supplemental benefit coverages.
Tuition assistance.
Mentorship and coaching opportunities.
Leadership development and other personal growth programs.
Inclusive, respectful, family-like workplace culture and employee resource groups.