IT Support Tech Supervisor (Nokomis)

Summary

Pay Range : $83,000 - $104,000 depending on relevant experience and qualifications

MITER Brands is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nations largest suppliers of vinyl windows and patio doors, with plants across the country.

The IT Support Tech Supervisor (Operations Support) is tasked with overseeing specific location IT support team members. This role involves supervising staff, prioritizing tasks, managing projects, handling daily administration, purchasing, managing PC deployments, responding to outages, resolving problems, managing customer service, strategic planning, and providing day-to-day user and location support. The supervisor will engage with both internal and external customers and establish processes that align with industry standards such as ITIL, Six-Sigma, LEAN, and 5S.

Responsibilities

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, and that these are completed in a timely manner with a focus on customer service

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

Qualifications

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

Desired Experience

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.

About Us

Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse / dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

Three comprehensive Medical plan options

Prescription

Dental

Vision

Company Paid Life Insurance

Voluntary Life Insurance

Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance

Company-paid Short-Term Disability

Company-paid Long-Term Disability

Paid time off (PTO) and paid Holidays

401k retirement plan with company match

Employee Assistance Program

Teladoc

Legal Insurance

Identity Theft Protection

Pet Insurance

Team Member Discount Program

Tuition Reimbursement

Yearly Wellness Clinic

MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category.