Supervisor IT Service Delivery

Terex Corporation•Charlotte, MI

About The Position

The IT Supervisor oversees business-unit desktop IT operations and directly manages a team of service delivery technical professionals. The role supervises PC technicians who configure, deploy, upgrade, and relocate desktop systems; oversees IT equipment purchases and maintenance; and supports the onsite team’s participation in critical infrastructure and application projects as applicable. Working with IT leadership, the supervisor plans, implements, and initiates defined goals and programs. The desktop IT environment includes PCs, laptops, tablets, printers, peripherals, mobile operating systems, and related software and systems. Team leadership duties include setting goals, training, and managing performance. The position maintains service levels, standards, policies, and procedures; coordinates desktop IT projects; communicates upcoming initiatives and changes to the site; and serves as an escalation point for desktop computing issues. It also oversees appropriate use of ServiceNow and IT asset inventory, reviews monthly ticket and service request reports to identify process improvements, builds working relationships across the business and IT, partners with the team on asset management, manages vendors, contracts, and software licenses, and provides conference room support and configuration. The role is based in a work environment described as 80% indoor office and 20% production floor. Personal protective equipment is required on the plant floor.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent education or years of experience.
Typically requires 5 or more years of experience in IT Service Delivery.
Experience managing multiple projects in parallel and delivering acceptable results on time.
Ability to lead people and achieve results through others.
Ability to lead effective change and process transformations.
Strong written and verbal communication skills.
Ability to present information effectively in one-on-one and group situations to employees or organizational leaders.
Strong troubleshooting and complex problem-solving skills, including the ability to communicate and execute solutions.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent education or years of experience.
One or more years of supervisory experience.
Basic A+ certifications.
Azure Fundamentals Certification.
People leadership skills, including setting goals, managing performance, and developing a team.

Responsibilities

Maintain, enforce, and track service levels, standards, policies, and procedures.
Plan and coordinate desktop IT projects in conjunction with IT leadership.
Communicate upcoming initiatives and change activities to the site.
Serve as an escalation point for desktop computing issues within the assigned span of control.
Ensure ServiceNow is properly used and updated for work performed, and maintain IT asset inventory.
Review monthly ticket and service request reports and identify and execute process improvements.
Establish strong working relationships across the business and within the IT department.
Partner with the team on asset management.
Manage vendors and contracts, and oversee software license management.
Provide conference room support and configuration throughout the business unit.
Supervise and directly manage service delivery technical professionals, including setting goals, training, and managing performance.
Support the onsite team’s participation in critical infrastructure and application-related projects as applicable.
Work with IT leadership to plan, implement, and initiate defined goals and programs.
Oversee PC technicians configuring, deploying, upgrading, and moving desktop systems, as well as IT equipment purchasing and maintenance.