Main Purpose of Job:
The Lead IT Sites role serves as the on site subject matter expert and single point of contact for all information technology services at the assigned location. The position is responsible for ensuring the reliable, secure, and effective operation of all site IT infrastructure, systems, and applications while coordinating with centralized IT support teams and service desks for routine support and escalations. The role oversees and guides on site and remote IT resources to ensure IT services meet business and operational needs, leads site level technology initiatives and projects, and acts as the primary liaison between local operations and enterprise IT for system implementations, escalations, and continuous improvement.
Role and ActivityTeam Leadership- Lead, mentor, and motivate on-site and supporting IT resources delivering technical support and services.
- Set performance expectations, provide regular feedback, and support professional development.
- Identify skill gaps and coordinate training to strengthen technical capability and service quality.
Technical Support & Escalation Management- Oversee the resolution of technical incidents and service requests impacting site operations.
- Ensure timely, effective, and customer-focused support for hardware, software, network, and production systems.
- Act as the escalation point for complex, high-impact, or recurring technical issues.
Support & Maintenance of Site IT Systems- Ensure all business-critical production floor, warehouse, and office systems are maintained and operating reliably.
- Provide hands-on and coordinated support for all IT hardware and software within the facility.
- Perform workstation deployment, upgrades, re-imaging, and break/fix support as required.
Infrastructure & Systems Management- Manage and support site infrastructure including workstations, servers, printers, networks, phones, mobile devices, and audio/video systems.
- Maintain and support site phone, voicemail, conferencing, and collaboration technologies.
- Monitor factory automation and operational technology systems to ensure maximum uptime and performance.
Quality Assurance & Service Standards- Implement quality control measures to maintain consistent IT service levels.
- Review incident trends, root causes, and resolution effectiveness.
- Provide coaching and corrective actions to improve service delivery and system reliability.
Process Improvement & Continuous Improvement- Identify opportunities to improve IT support processes, efficiency, and user experience.
- Collaborate with centralized IT teams and site leadership to implement improvements.
- Drive standardization of tools, procedures, and documentation across the site.
Customer Satisfaction & Site Engagement- Monitor user satisfaction and proactively address recurring issues or service gaps.
- Gather feedback from site users and leadership to improve IT services.
- Build strong working relationships with operations, engineering, and functional teams.
Resource & Asset Management- Manage IT resources, schedules, and priorities to ensure adequate coverage and support.
- Maintain accurate inventory of all IT equipment, including physical audits.
- Coordinate vendor support for hardware, software, and mobile devices as needed.
Backup, Recovery & Compliance- Manage backup media rotation, storage, and verification of backup logs.
- Support disaster recovery readiness and recovery activities.
- Ensure compliance with company IT, security, engineering, and manufacturing policies.
- Support IT aspects of site audits, including documentation, inventories, and procedures.
Budgeting, Procurement & Project Coordination- Assist with capital and operating budget planning for site IT equipment and projects.
- Coordinate purchasing, installation, and deployment of IT infrastructure solutions.
- Provide site-level technical project coordination for new systems, upgrades, and initiatives.
- Act as the on-site technical expert for enterprise and corporate IT initiatives.
Measurable Outcomes - Response and Resolution Time
- Ticket Closure Rate
- Incident Reduction
- System Uptime
Key Experiences: What experiences are key to success in this job?
- 4+ years of experience as a system administrator in Windows operating systems, Active Directory, MS Office, and MS Exchange/Outlook and a strong background in troubleshooting and supporting workstation issues.
- 2+ years of experience troubleshooting and supporting PC laptop and desktop hardware.
- 2+ years of hands on network administration experience, preferably with Cisco-based infrastructure.
- 2+ years of experience working with Microsoft SQL Server.
- Experience supporting MS Access databases.
- Experience working with industrial engineering or manufacturing environment.
- Experience with project management in a large-scale environment.
- Experience with budget planning.
The pay scale for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Dreyer's Grand Ice Cream, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The pay range for prospective employees in this role is between $85,000 and $110,000 per year.
