Supervisor IT Service Delivery

REV Group; Charlotte, Northern (MI, KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Spartan Emergency Response in Michigan is seeking an IT Supervisor to oversee desktop IT operations, manage a team of service delivery professionals, and coordinate projects with IT leadership.

The role includes enforcing SLAs, asset management, vendor contracts, and providing regional support across the site while driving process improvements and ensuring effective communication.

Qualifications

• Associate’s Degree in Information Technology or related field required.
• Bachelor’s Degree in Information Technology or related field preferred.
• Typically requires 5+ years of IT Service Delivery experience.
• 1+ years of supervisory experience preferred.
• Basic A+ certifications preferred; Azure Fundamentals Certification a plus.

Responsibilities

• Maintain, enforce, and track service levels, standards, policies, and procedures.
• Plan and coordinate desktop IT projects, in conjunction with IT leadership.
• Communicate with the site on upcoming initiatives or change activities.
• Serve as an escalation point for desktop computing issues for areas under the assigned span of control.
• Ensure that the ServiceNow system is utilized and updated properly for work performed, as well as maintenance of IT asset inventory.
• Review monthly ticket and service request reports, identifying and executing on process improvements.

Skills

Project management

People leadership

ITIL/Service Delivery

Communication

Vendor management

Desktop support

Education

Associate's Degree in IT

Bachelor's Degree in IT

Tools

ServiceNow

Asset management

Desktop hardware

Job description

Select how often (in days) to receive an alert: Create Alert

Additional Locations:
Requisition ID: 28043

Spartan Emergency Response (Spartan ER) is a leading designer, manufacturer and distributor of custom emergency response vehicles, cabs, and chassis. Driven by a commitment to quality and innovation, Spartan and its portfolio of brands Spartan Fire Apparatus and Chassis, Smeal Fire Apparatus, and Ladder Tower (LT) offer a broad range of apparatus to meet specific requirements and demands of the fire service industry. Spartan has a rich history in fire apparatus manufacturing with over 250 years of combined experience.

Spartan Emergency Response is part of Terex Corporation, a global designer and manufacturer of specialized vehicles and equipment, including fire and emergency vehicles, waste and recycling equipment, RV's, and machinery supporting construction, utilities, and infrastructure. With operations across the U.S. and globally, we are committed to safety, innovation, and quality while building products our customers depend on every day.

The IT Supervisor is responsible for supervising business unit desktop IT operations. Core responsibilities include oversight of PC technicians engaged in configuring and deploying desktop systems, upgrades, and moves of desktop systems; purchase of IT equipment; and associated equipment maintenance. In addition, the IT Supervisor supports the onsite team’s participation in critical infrastructure and application-related projects as applicable. This role will work with IT leadership to plan, implement, and initiate defined goals and programs. The desktop computer IT environment includes all PCs, laptops, tablets, printers, peripherals, mobile operating systems, and related software and systems. This role will directly manage a team of service delivery technical professionals in which some responsibilities include setting goals, training, managing performance and more.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not an all-inclusive list and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Maintain, enforce, and track set service levels, standards, policies, and procedures.
• Plan and coordinate desktop IT projects, in conjunction with the direction of IT leadership.
• Communicate with the site on upcoming initiatives or change activities.
• Serve as an escalation point for desktop computing issues for areas under the assigned span of control.
• Ensure that the ServiceNow system is utilized and updated properly for work performed, as well as maintenance of IT asset inventory.
• Review monthly ticket and service request reports, identifying & executing on process improvements.
• Establish strong working relationships across the business and within the IT department.
• Partner with the team on asset management.
• Responsible for vendor management & contracts, and software license management.
• Provide conference room support and configuration throughout the business unit.

Required Knowledge, Skills, and Abilities:

• Experience managing multiple projects in parallel, driving acceptable results on time.
• Demonstrates an ability to lead people and get results through others.
• Demonstrates an ability to lead effective change and process transformations.
• Strong communication skills, both written and verbal.
• Able to effectively present information in one-on-one and group situations to other employees or leaders of the organization.
• Strong troubleshooting and complex problem-solving skills and ability to effectively communicate and execute solutions.
• People leadership skills including setting goals, managing performance, team development, etc are a plus.

Education and/or Experience:

• Associate’s Degree in Information Technology, Computer Science or related field or equivalent education required. Or equivalent years of experience required.
• Bachelor’s Degree in Information Technology, Computer Science or related field or equivalent education preferred. Or equivalent years of experience required.
• Typically requires 5+ years of experience in IT Service Delivery.
• 1+ years of supervisory experience preferred.
• Basic A+ certifications preferred, Azure Fundamentals Certification a plus.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job:
  • The employee is regularly required to stand or walk; use hands to finger; handle or feel objects; and reach with hand and arms.
  • The employee frequently is required to walk.
  • The employee occasionally required to stoop, kneel or crouch.
  • The employee occasionally required to sit for extended periods of time.
  • The employee may occasionally lift and/or move up to 40#’s, but help will be provided as needed.
  • Specific vision abilities required by this job include several hours of computer screen time daily.

Work Environment/Conditions:

• 80% Indoor Office and 20% Production Floor
• Personal protective equipment required while on the plant floor:
  • Safety glasses, or prescription safety glasses with side shields
  • Earplugs
  • Steel-toed shoes

The above information is intended to describe the general nature of this position and should not be considered a comprehensive statement of duties, activities, responsibilities, and requirements. Additional duties, activities, responsibilities and requirements may be assigned, with or without notice, at any time. This job description is neither an employment contract nor a promise of work for any specific length of time.

Terex Corporation is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation, or any other basis prohibited by law. Terex Corporation also undertakes affirmative action to assure equal employment opportunities for minorities and women, for persons with disabilities, and for protected veterans.

NOTICE FOR CALIFORNIA RESIDENTS

Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.