IT Service Desk Lead — 24/7 Manufacturing IT Operations

Petoskey Plastics; Morristown (TN); Presencial; USD 95 000 - 125 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive benefits

Resumo da oferta

Petoskey Plastics is seeking an IT Support Manager to lead a multi-shift team delivering fast, reliable end-user support across our Morristown, TN sites. You will own service desk performance, escalation quality, documentation, and continuous improvement to minimize downtime and enhance the associate experience.

Responsibilities include infrastructure management, network security, asset control, and onboarding/offboarding.

Qualificações

• 5+ years in IT service desk or related IT operations.
• 2+ years in supervising technical staff.
• Experience with ticketing, escalation, SLA, and incident management.
• Experience with platforms like ServiceNow, Jira Service Management, Zendesk.
• Clear communication and ability to lead in a 24x7 multi-shift environment.

Responsabilidades

• Infrastructure Management: oversee admin, maintenance, and upgrades of IT systems including servers, desktops, printers, network devices, and VOIP.
• Network & Security: plan, implement, and maintain network security measures and manage user access.
• Asset & Confidentiality Management: manage company assets and ensure data confidentiality.
• Help Desk Oversight: manage escalated issues, monitor performance, report metrics.
• Team Leadership: lead IT Support Specialists, provide training and onboarding support.
• Continuous Improvement: stay current with IT trends and maintain knowledge base docs.
• 24/7 Support: provide technical assistance during business hours and critical periods.
• Other Duties: perform additional tasks as assigned.

Conhecimentos

IT service desk

End-user support

Desktop support

Systems administration

NOC

Manufacturing IT

Team leadership

Ferramentas

ServiceNow

Jira Service Management

Zendesk

Team Dynamix

Descrição da oferta de emprego

Petoskey Plastics is seeking an IT Support Manager to lead a multi-shift team delivering fast, reliable end-user support across our Morristown, TN sites. You will own service desk performance, escalation quality, documentation, and continuous improvement to minimize downtime and enhance the associate experience.

Responsibilities include infrastructure management, network security, asset control, and onboarding/offboarding.