Mgr - Mfg IT & Delivery

Stoughton; Stoughton (WI); On-site; USD 80,000 - 110,000; Full time

Job summary

Stoughton is seeking a Service Desk and IT Delivery Leader to manage day-to-day Service Desk operations, oversee manufacturing IT delivery across plants, and ensure service levels are met for enterprise users. The role leads a team, coaches staff, sets SMART goals, and collaborates with Infrastructure, Security, ERP, and plant leadership to align IT resources with production needs.

You will drive process improvements, maintain ITSM tooling, and support both remote and onsite staff to keep plant

Responsibilities

• Manage the day-to-day Service Desk operations to meet SLAs.
• Monitor ticket queues and scheduling for coverage and balanced workloads.
• Provide second-level technical support to employees and contractors; ensure timely, accurate service.
• Serve as primary escalation point for complex issues; troubleshoot and escalate as needed.
• Lead help desk projects; develop, implement plans, and resolve issues.
• Administer and optimize the ITSM platform for tickets, reporting, and asset tracking.
• Develop and maintain knowledge base articles, SOPs, and self-service content.
• Listen actively to understand end-user issues and ask targeted questions.
• Collaborate with IT team members and support colleagues.
• Perform maintenance and repairs of PC hardware, software, and peripherals for enterprise users.
• Make configuration changes and coordinate with vendors for warranties and replacements.
• Answer end-user questions and contribute to announcements and FAQs.
• Perform other duties as assigned by management.
• Own front-line IT relationships with manufacturing operations to ensure safe, reliable plant operations.
• Manage IT support delivery across plants, including onsite and remote coverage and scheduling.
• Act as escalation point for plant-impacting IT issues; balance urgency and production impact.
• Support plant-facing technology and tools used in production and operations.
• Coordinate with Infrastructure, Security, ERP, Applications, and vendors.
• Coordinate IT changes affecting plants, including equipment moves and technology rollouts.
• Directly supervise plant IT and support resources; set priorities and provide direction.
• Hold regular one-on-ones to review workload and support development.
• Set SMART goals for direct reports and track progress.
• Coach on plant support, desktop support best practices, and escalation.
• Monitor productivity and quality; provide ongoing feedback.
• Create development plans with training and cross-training opportunities.
• Serve as the first escalation point for staff issues before involving the IT Manager.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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