IT Manager

Summary

The successful candidate will provide both operational and administrative leadership for the user support teams, while also serving as the escalation point for advanced technical support issues. Additionally, the IT Support Manager provides exceptional customer engagement, service, and support for all customers, leads planning and execution for regional technology projects including technology upgrades, rollouts, replacements, and improvements. Leads the team as contributors and facilitators of manufacturing automation and business process initiatives within the region. The Manager supports senior IT leadership with planning, documentation, and operational reports. On a daily basis, this first-line leader manages the workload and productivity of local IT technicians, and actively manages user support, office technology and incident resolution at plant locations in Arkansas, Ohio, West Virginia, Wisconsin, Germany and United Kingdom. Works closely with Cyber Security, Applications, and Infrastructure teams. The ideal candidate has the aptitude to manage a remote workforce and engage business stakeholders in a professional and helpful manner. A thoughtful and creative approach to developing team members and producing great results is essential.

Travel as required

Primary Duties & Responsibilities:

• Work as a leader in the Division IT organization in Warrensville Heights, Ohio, or Huntington, West Virginia.
• Serves as the primary business-facing leader and single point of contact for all IT support functions.
• Lead and develop IT support technician.
• Document application requirements, technical specifications, use-cases, and workflow processes.
• Support and implement Corporate and Division data governance and master data initiatives.
• Enforce company compliance, safety, environmental, governmental policies, and regulations as applicable.
• Mentor and train junior techs on user support, user engagement, and technical troubleshooting.
• Handle technical escalations from Help Desk and other technicians.
• Provide leadership on local IT projects in support of business operations.
• Work closely with other division and corporate technical teams including security, networking, infrastructure, and application teams, to identify and troubleshoot complex technical issues, to implement changes and to ensure successful user adoption.
• Provides specialized onsite and remote support for emergency activations and special events, and other work as assigned.
• Participates in or leads projects including imaging and deploying endpoints (computers, tablets, laptops, smart phones), as well as shop floor IT systems implementation, testing new endpoints, documentation, etc.
• Manage technical schedules for both normal business hours and after-hours on-call support.
• Other duties as assigned.

Required Skills:

Strong knowledge of installing, modifying, and repairing computer hardware and software.

• Ability to correctly diagnose and troubleshoot business technology.
• Familiarity with computer hardware, software, and phone systems.
• Documenting and assessing support engagements through service desk applications.
• Monitoring open Help Desk ticket requests, dispatches, and ensures issues are addressed in timeline fashion.
• Providing and assisting with end user training as needed.
• Lead other IT professionals in support of complex problem resolution or project implementation.
• Good knowledge of Active Directory, Windows operating systems, user, and server hardware, identify management, mobile device management, Window Server administration, and creating procedural documentation.

Other Desirable Skills (not required):

Workstation and service patching and deployments via SCCM.

• Solid technical writing and documentation skills.
• Familiarity with ITIL best practices, particularly within ServiceNow.
• SQL database administration.
• Familiarity with SOX and other compliance programs.
• Strong familiarity, course work, or certification in cyber security.
• Understanding of routing and switching fundamentals.

Experience & Education:

• Bachelor's degree in computer science, information systems or related studies, or equivalent work experience.
• Minimum of two (2) years IT management or supervisory experience.
• Preferred two (2) plus years working in a discrete manufacturing environment, such as aerospace or other heavy industries.

Other duties as assigned

At Precision Castparts (PCC), we make extraordinary products for aerospace and other industries. This is made possible by the hard work and creativity of a diverse and global workforce. We are committed to fostering a culture of inclusiveness, empowerment and respect that embraces the differences in who we are. Working together, we will continue to solve complex problems every day.

We are relentless in our dedication to being a high-quality and on-time producer, delivering the highest value to our customers while continually pursuing strategic, profitable growth.

PCC employs more than 20,000 people worldwide in over 120 plants spread across twenty-six states in the US and over a dozen countries.