Senior Manager: MSP-Driven Site & OT Support (Hybrid)

Stanley Black & Decker, Inc.; Towson (MD); Hybrid; USD 110,600 - 178,000; Full time

Benefits offered by this job

Medical, dental, life, vision, and 401

Employee Stock Purchase Plan

Tuition reimbursement

Tool discounts

Job summary

Stanley Black & Decker, Inc. (Towson, MD) seeks a Senior Manager, Site & OT Support for a hybrid role within the Information Technology team.

You will oversee day-to-day IT applications, manage MSPs, and drive improvements in system performance and security for remote and on-site environments. You will lead vendor relationships, implement monitoring tools, and guide incident/problem management with a focus on uptime and user satisfaction across multiple sites, including Towson and other U.S.

Qualifications

• Undergraduate degree required with 10+ years of relevant experience, or Graduate degree with 8-10 years of relevant experience.
• 3-6 years of leadership experience.
• Experience managing MSPs and vendor relationships, including oversight of SLAs and performance metrics.
• System performance management with ability to interpret reports and drive improvements through MSPs.
• Problem management and escalation coordination with external providers.
• Ability to simplify and standardize complex concepts for internal stakeholders and MSPs.
• Excellent oral and written communication skills to articulate requirements to service providers.
• Strategic thinking to align solutions across multiple systems and platforms.
• Experience in process improvement and service optimization with external vendors.
• Strong execution, analytics, and customer-service mindset.

Responsibilities

• Accountable for day-to-day functioning of all IT applications and MSP-delivered support and maintenance.
• Oversee MSP activities related to testing, maintenance, and performance of PCs/servers and networks.
• Coordinate and validate MSP testing, maintenance, and performance.
• Develop monitoring tools and solutions in partnership with the MSP.
• Establish standard operating procedures and ensure MSP compliance.
• Develop strategies to support remote users with a focus on security and remote access.
• Oversee MSP diagnosis and resolution of hardware, software, and connectivity issues.
• Collaborate with project teams and MSP to deliver solutions.
• Review MSP activities related to support tools and back-end utilities for capacity planning.
• Ensure proactive maintenance to improve service availability.

Skills

Leadership

Vendor management

MSP management

Strategic thinking

Communication

Analytical thinking

Cross-functional collaboration

Problem solving

Education

Undergraduate degree

Graduate degree

Job description

Stanley Black & Decker, Inc. (Towson, MD) seeks a Senior Manager, Site & OT Support for a hybrid role within the Information Technology team.

You will oversee day-to-day IT applications, manage MSPs, and drive improvements in system performance and security for remote and on-site environments. You will lead vendor relationships, implement monitoring tools, and guide incident/problem management with a focus on uptime and user satisfaction across multiple sites, including Towson and other U.S.