5-7 years of experience in IT support or service desk operations
Strong understanding of ITSM platforms and ticket management
Proven ability to manage and prioritize multiple tasks in a fast-paced environment
Excellent troubleshooting skills for PC and network issues
Experience in supervising and developing IT support teams
Strong communication skills for effective collaboration with plant leadership and teams
Ability to analyze and optimize IT processes for manufacturing environments
Responsibilities
Manage daily operations of the Service Desk to meet SLAs
Monitor ticket queues and resource scheduling for balanced workload
Provide second-level technical support to employees and contractors
Serve as the primary escalation point for complex technical issues
Lead help desk projects from planning to implementation
Administer and optimize service desk software for effective ticket handling
Develop knowledge base articles and self-service content to enhance user experience
Benefits
Opportunities for professional development and training
Supportive team environment with a focus on collaboration
Access to cutting-edge technology and tools
Engagement with diverse teams across manufacturing and IT
Potential for career advancement within the organization
Full Job Description
Service Desk Operations & Technical Support
Manage the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed service levels (SLAs).
Monitor and manage the ticket queue and resource scheduling to ensure adequate coverage and balanced workload across the team.
Provide second level technical support to employees and contractors in all STI businesses, making it a priority to ensure customer service that is timely and accurate.
Serve as the primary escalation point for complex technical issues; troubleshoot and identify solutions to solve PC/Network problems quickly and accurately, escalating to other IT teams or vendors when appropriate.
Responsible for leading help desk related projects. This includes developing a plan, working with the management team to implement the plan, and then troubleshooting issues and concerns as they arise.
Administer, maintain, and optimize the service desk software (ITSM platform), ensuring it is configured and used effectively for ticket handling, reporting, and asset tracking.
Develop and maintain knowledge base articles, standard operating procedures, and self-service content to improve first contact resolution and deflect repeat tickets.
Actively listen and ask questions to better understand the issue that the end user is experiencing.
Actively participate, support other IT team members, and contribute as a professional of the IT Team.
Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites.
Make configuration changes as necessary and coordinate with vendors for warranty repairs and replacements.
Answer end user questions; contribute to user announcements, instructions, and FAQ documents.
Other tasks as assigned by the manager.
Manufacturing Plant IT Delivery & Operations
Plant relationship ownership: Own the front-line IT relationship with manufacturing operations, plant leadership, and production support teams, ensuring IT services support safe, reliable, and efficient plant operations.
Plant IT delivery: Manage the delivery of IT support across manufacturing plants, including onsite support coverage, remote support coordination, resource scheduling, and follow-through on plant-related service requests.
Escalation and prioritization: Serve as the escalation point for plant-impacting IT issues, balancing urgency, risk, user impact, and production impact when assigning resources and setting priorities.
Manufacturing systems support: Support the stability and usability of plant-facing technology, including shared workstations, printers, scanners, mobile devices, label printing, conference room technology, and other end-user tools used in production and operations.
Cross-team coordination: Partner with Infrastructure, Security, ERP, Applications, vendors, and plant leadership to ensure the right technical resources are engaged and manufacturing priorities are understood.
Plant change delivery: Coordinate IT work that affects plants, including equipment moves, technology rollouts, shop-floor endpoint changes, network changes, and plant project support, ensuring communication and timing are aligned with production needs.
Supervisory & Team Leadership Responsibilities
Direct report ownership: Directly supervise assigned plant IT and support resources, including daily work assignment, prioritization, and clear direction.
One-on-ones: Hold recurring one-on-one meetings with each direct report to review workload, remove blockers, and support development.
Goal setting: Set, document, and track individual SMART goals for each direct report, reviewing progress on a regular cadence.
Coaching & best practices: Coach direct reports on plant support, desktop support best practices, troubleshooting methods, ticket documentation quality, customer service, and responsible escalation.
Performance management: Monitor individual productivity and quality, deliver ongoing feedback, and address performance concerns early and directly.
Development plans: Build skill development plans (training, certifications, cross-training) so technicians grow within the role and the department.
Escalation point: Serve as the first escalation point for assigned support staff and plant-impacting issues so problems are resolved at the right level before reaching the IT Manager.
