Senior Manager, Site & OT Support

Stanley Black & Decker, Inc.; Valley City (OH); Hybrid; USD 110,600 - 178,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k)

Employee Stock Purchase Plan

Paid time off

Tuition reimbursement

Tool discounts

Job summary

Stanley Black & Decker, Inc. seeks a Senior Manager, Site & OT Support for a hybrid work arrangement across Towson, MD; Valley City, OH; and Charlotte, NC. This role leads IT applications support, MSP engagement, and infrastructure monitoring to deliver resilient services for site operations.

You will drive strategic MSP partnerships, supervise incident/problem/change processes, and implement continuous improvements using performance metrics in a multi-vendor environment.

Qualifications

• Undergraduate degree required with 10+ years relevant experience or graduate degree with 8–10 years relevant experience.
• Experience managing service providers and vendor relationships with SLAs and performance metrics.
• Strong communication skills and ability to simplify complex concepts for stakeholders and MSPs.
• Analytical mindset with ability to drive improvements using MSP performance data.

Responsibilities

• Oversee day-to-day functioning of IT applications and MSP-delivered support.
• Coordinate MSP testing, maintenance, and performance of PCs/servers, networks, and hardware.
• Manage vendor relationships and ensure SLAs and quality standards.
• Lead monitoring tool design and strategic direction for IT platforms.

Skills

Leadership

Vendor management

MSP oversight

Strategic thinking

Communication

Data-driven

Education

Bachelor’s degree or higher

Job description

Senior Manager, Site & OT Support – Hybrid

Towson, MD; Valley City, OH; Charlotte, NC

Come build something that matters.

The Job

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

Responsibilities

• Accountable for day‑to‑day functioning of all IT applications and solutions, including oversight of managed service provider(s) delivering support and maintenance.
• Assist with the release of new technologies, ensuring MSP engagement and alignment with internal standards.
• Coordinate and validate MSP activities related to testing, maintenance, and performance of PC/server operating systems, networks, utilities, and hardware.
• Actively manage relationships with application and infrastructure support vendors, ensuring adherence to Service Level Agreements and quality standards.
• Oversee MSP execution of problem, performance, capacity, incident, escalation, release, change management, and disaster recovery/BC planning and testing.
• Recommend improvements with MSP to reduce support costs and optimize performance.
• Strategize the design, build, implementation, and administration of monitoring tools and solutions for networks, systems, and platform applications.
• Develop the vision and strategic direction for tools and processes that enable the business to operate efficiently.
• Coordinate routine maintenance tasks for infrastructure/application systems such as backups, patch management, hot fixes, and releases performed by the MSP.
• Establish and maintain standard operating procedures and best practices, ensuring MSP compliance.
• Develop strategies to support remote users, focusing on security and remote access.
• Oversee MSP diagnosis and resolution of complex hardware, software, and connectivity issues.
• Collaborate with project teams and the MSP to understand technical requirements and deliver solutions.
• Manage and review MSP activities related to support tools and back‑end utilities for capacity planning.
• Ensure proactive and preventive maintenance activities are implemented to improve service availability.
• Provide regular status reports to senior leadership, including MSP performance metrics and improvement recommendations.

Qualifications

• Undergraduate degree required with 10+ years relevant experience or graduate degree with 8–10 years relevant experience.
• 3–6 years of leadership experience.
• Experience managing service provider and vendor relationships, including oversight of SLAs and performance metrics.
• System performance management focusing on interpreting reports and driving improvements through MSP.
• Problem management and escalation coordination with external providers.
• Ability to simplify and standardize complex concepts/processes for effective communication with stakeholders and MSP.
• Excellent oral and written communication skills.
• Strategic thinking and ability to integrate solutions across multiple systems and platforms.
• Experience in process improvement and service optimization with external vendors.
• Effective collaboration and strong working relationships with MSPs.
• Advanced problem‑solving skills and ability to navigate complex support scenarios.
• Strong execution skills ensuring follow‑through on tasks in a multi‑vendor environment.
• Analytical thinking, leveraging data and performance metrics from MSP to drive continuous improvement.
• Strong business acumen and customer service attitude.
• Vendor relationship management, negotiating with external partners to achieve service excellence.
• Strategic partnership mindset, building alignment and shared goals with MSP.
• Adaptability and resilience in a dynamic, outsourced support environment.

Salary Range

$110,600.00 - $178,000.00

Benefits and Compensation

• Medical, dental, vision, life, disability, 401(k), Employee Stock Purchase Plan, paid time off, tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

Additional Information

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

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.