Regional IT Site Support Team Lead - AMER East

Moog • Blacksburg, VA

4d • Onsite

About The Position

Moog is seeking a Regional IT Site Support Team Lead for the AMER East region. This onsite role is based in Blacksburg, Virginia, and reports to the Global IT Service Desk and Site Support Manager. The lead oversees onsite IT support across a designated geographic region and supervises IT professionals at multiple facilities. The role includes coordinating support work, maintaining service standards and procedures, supporting site technology needs, and developing team members. Domestic and international travel may be needed. The position may require extended hours and weekend work when needed. The role requires access to U.S. export-controlled information.

Requirements

• Bachelor's degree in Computer Science or Management Information Systems and at least 5 years of relevant experience in a technology role.
• At least 1 year of experience as a people leader.
• In lieu of a degree, at least 8 years of experience, including experience leading a team.
• Familiarity with IT Service Management principles.
• Excellent oral and written communication and customer service skills.
• Ability to work in a constantly changing environment and work extended hours and weekends when needed.
• Ability to travel to domestic and international sites as needed.
• Must be able to access U.S. export-controlled information.

Nice To Haves

• ITIL v4 certification is strongly preferred.

Responsibilities

• Oversee onsite IT support activities for the designated geographic region and supervise a team of IT professionals located at various facilities.
• Assign work to IT support technicians based on location, skill set, and other factors.
• Establish, document, and revise team standard operating procedures.
• Serve as an 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.
• Participate in Major Incident Management calls as needed to represent the team.
• Promote and maintain high customer service standards 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 technology needs at 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; approve timecards; manage performance against key metrics; and coordinate 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 implement 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 partners and technicians as needed.

Benefits

• Compensation package and bonus opportunities.
• 401(k) matching.
• Employee Stock Purchase Plan at select locations.
• Flexible Spending Accounts and Health Savings Accounts.
• Flexible paid time off.
• Paid holidays.
• Parental leave program.
• Medical, dental, vision, life, and disability insurance.
• Employee Assistance Plan and other supplemental benefit coverages.
• Tuition assistance.
• Mentorship and coaching opportunities.
• Leadership development and other personal growth programs.
• Employee Resource Groups.

What This Job Offers

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