Supervisor IT Service Delivery

Terex Corporation•Charlotte, MI

3d•Onsite

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, move, and maintain desktop systems, and oversees purchasing IT equipment and maintaining associated equipment. The desktop environment includes PCs, laptops, tablets, printers, peripherals, mobile operating systems, and related software and systems. The supervisor supports the onsite team’s participation in critical infrastructure and application-related projects, as applicable, and works with IT leadership to plan, implement, and initiate defined goals and programs. The position includes establishing team goals, training, managing performance, and developing staff. The work environment is described as 80% indoor office and 20% production floor.

Requirements

Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent education or years of experience.
Typically 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 settings to employees or organizational leaders.
Strong troubleshooting and complex problem-solving skills, including the ability to communicate and execute solutions.
Ability to meet the stated physical demands, including standing or walking regularly, occasional stooping, kneeling, or crouching, occasional extended sitting, and occasional lifting or moving of up to 40 pounds with help provided as needed.
Several hours of computer screen use daily.
Wear safety glasses or prescription safety glasses with side shields, earplugs, and steel-toed shoes while on the plant floor.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent education or years of experience.
At least 1 year of supervisory experience.
Basic A+ certifications.
Azure Fundamentals Certification.
People leadership skills, including setting goals, managing performance, and team development.

Responsibilities

Maintain, enforce, and track established 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 the IT asset inventory.
Review monthly ticket and service-request reports, identify process improvements, and execute them.
Build 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 and configure conference-room support throughout the business unit.
Supervise and develop service delivery technical professionals, including setting goals, providing training, and managing performance.
Support onsite participation in critical infrastructure and application-related projects, as applicable.
Purchase IT equipment and oversee associated equipment maintenance.