Regional IT Site Support Team Lead - AMER East

Moog; Blacksburg (VA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Bonus opportunities

401k match

Employee stock purchase plan

Flexible PTO

Job summary

Moog in Blacksburg, VA seeks a Regional IT Site Support Team Lead (East) to oversee onsite IT operations and lead a distributed team across facilities. You will set priorities, coach staff, and ensure high-quality end-user support in a dynamic environment.

The role requires strong communication, incident management, and SOP development skills, with travel as needed to support sites and partners.

Qualifications

• Bachelor degree in CS or MIS with 5+ years tech experience and 1+ year as a people leader
• In lieu of degree, at least 8 years experience including leadership
• Familiarity with IT Service Management, ITIL v4 preferred

Responsibilities

• Oversee onsite IT support activities for the region, supervising a distributed team
• Assign work based on locale and skillset
• Develop, document, and revise standard operating procedures
• Serve as escalation point for technology issues within the region
• Coordinate with IT Resolver Teams and IT Operations Partners
• Join Major Incident Management calls to represent the team
• Promote high standards of customer service and communication
• Identify resourcing and support needs and align staff accordingly
• Understand site technology needs and implement new solutions
• Lead, coach, and mentor team members; manage timecard approvals and performance
• Travel to sites domestically and internationally as needed

Skills

People leadership

ITIL v4

Incident management

SOP creation

Customer service

Strong communication

Travel readiness

Education

Bachelor Degree in Computer Science or MIS

ITIL v4 Certification

Job description

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work. **Job Title**:Regional IT Site Support Team Lead - AMER East**Reporting To:**Manager, Global IT Service Desk and Site Support - AMER**Work Schedule:**Onsite – Blacksburg, VAA team in our Corporate Group is looking for a Regional IT Site Support Team Lead (East) to join them. You will report to the Global IT Service Desk and Site Support Manager and will have an on-site, 1st shift work schedule in Blacksburg, Virginia. **To be considered for the Regional IT Site Support Tech Lead role, here's what you'll typically need to bring with you:*** Bachelor Degree in Computer Science or Management Information Systems with at least 5 years of relevant experience in a technology role and at least one year as a people leader.* In lieu of a degree, will consider at least 8 years of experience, including experience leading a team.* Familiarity with IT Service Management principles, with a strong preference for ITIL v4 certifications.**As a Regional IT Site Support Technician Lead, you will:*** Oversee all onsite IT support activities for your designated geographic region, supervising a team of IT professionals who are located at various facilities.* Assign work to the IT Support Tech based on locale, skillset, etc.* Establish, document, and revise standard operating procedures for the team.* Serve as key escalation point for technology support issues for site support technicians and site leadership within the region.* Work with IT Resolver Teams and IT Operations Partners to prioritize the work of the support teams in their reporting line.* Join Major Incident Management calls to represent the team as needed.* Promote and maintain high standards of customer service utilizing excellent oral and written communication skills and customer service skills.* Work with leaders, business partners, and other stakeholders to identify resourcing and support needs for our end users and align staff and prioritization of work to those requirements.* Understand technology needs of sites within the designated region, and support efforts to implement new solutions to meet those needs, including ensuring hardware and software standards are adhered to within the operational environment of the endpoint computing landscape* Lead, coach, and mentor team members from different disciplines, cultures, and backgrounds with varying degrees of experience and regions through development opportunities, as well as complete timecard approvals, performance management to key metrics, scheduling, and travel arrangements.* Develop, implement, and monitor policies and controls to ensure high quality end user support, data accuracy, security, legal, and regulatory compliance.* Evangelize the adoption of IT service management practices, helping the team learn about these practices, and implement them to deliver value to our stakeholders.* Identify, prioritize, and implement continual improvement opportunities, collaborating with other teams as needed to improve our overall IT service delivery capabilities.* Travel to sites, both domestic and internationally, to meet with the business and technician as needed.* Work in a constantly changing environment and may work extended hours and weekends if needed.**How We Care For You:*** Financial Rewards: great compensation package, bonus opportunities, matching 401k, and the ability to participate in Employee Stock Purchase Plan (select locations), Flexible Spending and Health Savings Accounts* Work/Life Balance: Flexible paid time off, holidays and parental leave program.* Health & Welfare: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan (“EAP”) and other supplemental benefit coverages.* Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs* Culture: Warm, respectful, family-like environment driven by our 12 core values. Multiple Employee Resource Groups led by our employees, open and welcoming to all.**Salary Range Transparency:**Blacksburg, VA $90,000.00–$115,000.00 Annually **Salary Range Disclaimer**The base salary range represents the low and high end of the Moog salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Moog's total compensation package for employees. Other rewards may include annual bonuses, employee stock purchase plan, an open paid time off policy, and many region-specific benefits. This position requires access to U.S. export-controlled information. *Moog offers an inclusive workplace, and, as such, affirms the right of every person to participate in all aspects of employment based on merit without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 844-367-5787.* No unsolicited agency submittals please. Agency partners must be invited to participate in a search by our Talent Acquisition Team and have signed terms in place prior to any submittal. Absent compliance with these pre-conditions resumes submitted directly to any Moog Inc. employee or affiliate will not qualify for fee payment, and therefore become the property of Moog Inc.