Job SummaryThe
IT Manager, Technical Support oversees all technology operations and end-user support for a multi-site envelope manufacturing organization. This role ensures reliable system performance, timely issue resolution, and consistent technology standards across all facilities. The IT Manager leads the technical support team, manages infrastructure and hardware needs, and partners with operations leadership to maintain a secure, efficient, and compliant technology environment.
Key Responsibilities (Essential Functions)These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation.
- Lead technical support operations across multiple manufacturing sites, ensuring timely resolution of hardware and software issues
- Manage IT infrastructure including workstations, printers, handheld devices, and some plant-floor devices
- Executing onboarding and offboarding activities for employees; facilitate returns of any technology equipment
- Support end users at all levels, including plant staff, supervisors, and corporate personnel
- Provide guidance and direction to L1/L2 Tech support personnel; monitoring ticketing queues and assigning tickets to IT staff
- Support level 3 issues and provide onsite support as needed for the Stamford office
- Coordinate with vendors for hardware procurement, software licensing, and service contracts
- Coordinate with imaging vendor for any new or reimaged workstations; managing PC imaging standards and PC deployments
- Coordinate with e-waste/equipment disposal vendor for any waste across all locations
- Maintain cybersecurity standards including user access controls, patching, backups, and incident response
- Implement technology policies and ensure compliance with company standards and industry requirements
- Manage IT projects such as system upgrades, new equipment rollouts, and site technology integrations
- Document systems and procedures to ensure consistency and continuity across all locations
- Monitor performance metrics and report on support trends, system health, and improvement opportunities
- Collaborate with operations leadership to align technology with production needs and business goals
Other (Non-Essential) Functions The duties listed are typical for this role but may be reassigned to other employees as a reasonable accommodation under the ADA.
- Other duties and assignments as required
Job Requirements- Bachelor's degree in Information Technology, Computer Science, or related field preferred
- 5+ years of IT support experience; manufacturing or multi-site experience strongly preferred
- Strong knowledge of Windows environments, networking, hardware support, and cybersecurity fundamentals
- Experience managing IT staff or leading technical teams
- Excellent communication, problem-solving, and customer-service skills
- Ability to travel between sites as needed
Physical Requirements & Work Environment- Environment is typically general office
- Incumbent may spend short periods in the manufacturing environment with exposure including, but not limited to dust, dirt, high noise levels and variations in temperature.
- Occasional exposure to one or more unpleasant or hazardous conditions.
