About this role
Service Desk Operations & Technical Support
- Manage the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed service levels (SLAs).
- Monitor and manage the ticket queue and resource scheduling to ensure adequate coverage and balanced workload across the team.
- Provide second level technical support to employees and contractors in all STI businesses, making it a priority to ensure customer service that is timely and accurate.
- Serve as the primary escalation point for complex technical issues; troubleshoot and identify solutions to solve PC/Network problems quickly and accurately, escalating to other IT teams or vendors when appropriate.
- Responsible for leading help desk related projects. This includes developing a plan, working with the management team to implement the plan, and then troubleshooting issues and concerns as they arise.
- Administer, maintain, and optimize the service desk software (ITSM platform), ensuring it is configured and used effectively for ticket handling, reporting, and asset tracking.
- Develop and maintain knowledge base articles, standard operating procedures, and self-service content to improve first contact resolution and deflect repeat tickets.
- Actively listen and ask questions to better understand the issue that the end user is experiencing.
- Actively participate, support other IT team members, and contribute as a professional of the IT Team.
- Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites.
- Make configuration changes as necessary and coordinate with vendors for warranty repairs and replacements.
- Answer end user questions; contribute to user announcements, instructions, and FAQ documents.
- Other tasks as assigned by the manager.
Manufacturing Plant IT Delivery & Operations
- Plant relationship ownership: Own the front-line IT relationship with manufacturing operations, plant leadership, and production support teams, ensuring IT services support safe, reliable, and efficient plant operations.
- Plant IT delivery: Manage the delivery of IT support across manufacturing plants, including onsite support coverage, remote support coordination, resource scheduling, and follow-through on plant-related service requests.
- Escalation and prioritization: Serve as the escalation point for plant-impacting IT issues, balancing urgency, risk, user impact, and production impact when assigning resources and setting priorities.
- Manufacturing systems support: Support the stability and usability of plant-facing technology, including shared workstations, printers, scanners, mobile devices, label printing, conference room technology, and other end-user tools used in production and operations.
- Cross-team coordination: Partner with Infrastructure, Security, ERP, Applications, vendors, and plant leadership to ensure the right technical resources are engaged and manufacturing priorities are understood.
- Plant change delivery: Coordinate IT work that affects plants, including equipment moves, technology rollouts, shop-floor endpoint changes, network changes, and plant project support, ensuring communication and timing are aligned with production needs.
Supervisory & Team Leadership Responsibilities
- Direct report ownership: Directly supervise assigned plant IT and support resources, including daily work assignment, prioritization, and clear direction.
- One-on-ones: Hold recurring one-on-one meetings with each direct report to review workload, remove blockers, and support development.
- Goal setting: Set, document, and track individual SMART goals for each direct report, reviewing progress on a regular cadence.
- Coaching & best practices: Coach direct reports on plant support, desktop support best practices, troubleshooting methods, ticket documentation quality, customer service, and responsible escalation.
- Performance management: Monitor individual productivity and quality, deliver ongoing feedback, and address performance concerns early and directly.
- Development plans: Build skill development plans (training, certifications, cross-training) so technicians grow within the role and the department.
- Escalation point: Serve as the first escalation point for assigned support staff and plant-impacting issues so problems are resolved at the right level before reaching the IT Manager.