Senior Manager, Site & OT Support

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

Senior Manager, Site & OT Support – Hybrid

Towson, MD, USA

Valley City, OH, USA

Charlotte, NC, USA

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:

As a Senior Manager, Site & OT Support, you’ll be part of our Information Technology team working as a hybrid employee. You’ll get to:

• Accountable for the day-to-day functioning of all IT applications and solutions, including oversight of managed service provider(s) delivering support and maintenance services. Assists with the release of new technologies, ensuring MSP engagement and alignment with internal standards. Responsible for coordinating and validating MSP activities related to testing, maintenance, and performance of PC/server operating systems, networks, and associated utilities and hardware. Actively manages relationships with application and infrastructure support vendors, ensuring adherence to service level agreements and quality standards. Oversees MSP execution of problem management, performance and capacity management, incident management, escalation management, release management, change management, and disaster recovery/business continuity planning and testing. Recommends improvements in collaboration with the MSP to reduce support costs and optimize performance.
• Strategizes the design, build, implementation, and administration of monitoring tools and solutions for networks, systems, and platform applications, in partnership with the MSP.
• Develops the vision and strategic direction for tools and processes that enable the business to operate efficiently, coordinating with the MSP to minimize incidents or downtime.
• Coordinates routine maintenance tasks for infrastructure/application systems such as backups, patch management, hot fixes, and software releases performed by the MSP.
• Establishes and maintains standard operating procedures and best practices, ensuring MSP compliance and alignment.
• Develops strategies to support remote users, focusing on security and remote access, and works with the MSP to implement these solutions.
• Oversees MSP diagnosis and resolution of complex hardware, software, and connectivity issues, ensuring timely escalation and resolution.
• Collaborates with project teams and the MSP to understand technical requirements and deliver solutions.
• Manages and reviews MSP activities related to support tools and back-end utilities for capacity planning and management.
• Ensures proactive and preventive maintenance activities are implemented by the MSP to improve service availability and maintain continuity.
• Provides regular status reports to senior leadership, including MSP performance metrics and improvement recommendations.

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

• Undergraduate degree required and 10+ years relevant experience, or Graduate degree and 8-10 years relevant experience.
• 3-6 years of leadership experience.
• Managed service provider and vendor relationship management, including oversight of SLAs and performance metrics.
• System performance management, with a focus on interpreting reports and driving improvements through MSPs.
• Problem management and escalation coordination with external providers.
• Ability to simplify and standardize complex concepts/processes for effective communication with both internal stakeholders and MSPs.
• Excellent oral and written communication skills, including the ability to articulate requirements and expectations to service providers.
• Strategic thinking and the ability to tie together solutions across multiple systems and platforms.
• Experience in process improvement and service optimization in partnership with external vendors.
• Excellent communication skills, including the ability to clearly articulate expectations and feedback to both internal stakeholders and external service providers.
• Effective collaboration, fostering strong working relationships with managed service providers and cross-functional teams.
• Advanced problem-solving skills, with the ability to navigate complex support scenarios involving multiple parties.
• Strong execution skills, ensuring follow-through on tasks and initiatives in a multi-vendor environment.
• Analytical thinking, leveraging data and performance metrics from MSPs to drive continuous improvement.
• Strong business acumen and customer service attitude, maintaining a focus on business outcomes and end-user satisfaction.
• Vendor relationship management, including the ability to influence and negotiate with external partners to achieve service excellence.
• Strategic partnership mindset, proactively building alignment and shared goals with the MSP to support organizational objectives.
• Adaptability and resilience, managing change and ambiguity in a dynamic, outsourced support environment.

The Details:

You’ll receive a competitive salary and a great benefits plan, including:

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.
• Learn: Have access to a wealth of learning resources, including our digital learning portal.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for a wide range of perspectives and experiences.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

This role is not eligible for visa sponsorship (H1B, OPT/CPT, TN etc).

The Salary range for this position is $110,600.00 - $178,000.00

• This is the lowest to highest annual full-time salary range we would pay for this role at the time of this posting. The salary offered within the range may vary depending on multiple factors including job level, geographic location, job-related knowledge, skills, qualifications, experience and in compliance with local wage requirements. Please note that salary is only one component of total rewards at Stanley Black & Decker.
• The salary range listed in this job posting reflects the range for the primary location specified. The salary range may vary for other locations.
• The successful candidate may be eligible for annual merit increases.
• Medical, dental, life, vision, disability,401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tool sand other partner programs.

We Don’t Just Build The World, We Build Innovative Technology Too.Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are
We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

What You’ll Also Get
Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Benefits & Perks
You’ll get a competitive salary and a comprehensive benefits plan that includes medical, dental, life, vision, wellness program, disability, retirement benefits, Employee Stock Purchase Plan, Paid Time Off, including paid vacation, holidays & personal days, and tuition reimbursement. And, of course, discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

Learning & Development:
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

EEO Statement:
All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

If you require reasonable accommodation to complete an application or access our website, please contact us at [phone] or at [e-mail]. Due to volume, we cannot respond to unrelated inquiries about the status of a completed application or resetting an account password.

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