IT Support Supervisor
MITER Brands
ServiceNow
IT Support Supervisor
MITER Brands
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $83,000 - $104,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Efficiently manage location IT support team members across multiple locations
- Capable of executing all support tasks typically handled by the onsite technician at the location
- Create and manage a site support strategy when the designated technician is unavailable
- Oversee IT initiatives and cross-departmental projects
- Develop project plans, related communications, and documents
- Serve as an escalation point for IT support teams
- Support industry-specific proprietary manufacturing software and hardware
- Ensure the team uses support desk and project management software effectively to track incidents, tasks, and requests
- Coordinate with infrastructure, application development, and security teams to ensure systems meet company objectives
- Ensure compliance with policies, standards, licensing agreements, and configuration guidelines
- Verify that new software integrations meet functional requirements and system specifications
- Ensure proper spare hardware inventory is maintained at all locations
- Oversee the disaster recovery plan for PC-controlled manufacturing equipment
- Mentor the team to build and grow business relationships crucial for project success
- Support IT assets and software license tracking
- Develop best practices and tools for location support and project execution
- Assist in shaping the future strategy of IT systems
- Develop and monitor performance standards for IT systems
- Evaluate business needs and design procedures to meet those needs
- Continuously review procedures, staffing, and equipment for efficiency and cost control
- Stay informed of trends and regulations affecting IT operations and act as needed
- Participate in location-specific Kaizen, TPM, and A3 events
- Handle daily administration, purchasing, PC deployments, responding to outages, resolving problems, managing customer service, and strategic planning
Requirements
- Strong analytical and problem-solving skills
- Excellent project management skills
- Proven customer service skills
- Proficiency in the English language
- Ability to read and interpret blueprints and schematics
- Competent in computer administration and software installation
- Knowledge of user administration
- Self-motivated with a sense of urgency; able to work independently
- Leadership and team motivation skills
- Ability to work under pressure and meet deadlines
- Flexibility in working hours based on department or business needs
- Strong written and verbal communication skills
- Ability to conduct and facilitate training, presentations, and meetings
- Vendor, billing, purchasing, and auditing management skills
- Some travel is required
- Five years of relevant IT support experience
- At least five years of direct customer service experience
- Experience leading teams to complete projects or tasks
- Strong understanding of ITIL implementation and processes
- Experience in purchasing and managing IT assets, hardware, and software
- Familiarity with IT Support Desk applications such as Remedy, ManageEngine, or ServiceNow
- Extensive knowledge of software, hardware, and network support techniques and procedures
- Understanding of installation, configuration, and troubleshooting for software and hardware
- Experience with handheld scanners, label printers, etc.
- Experience with mobile technology like tablets, smartphones, and scanners
- Familiarity with phone systems such as Avaya and Cisco
- Experience in manufacturing support
