IT Manager, Service

4 weeks ago

Fort Mill, United States Silfab Solar Full time
Company Description

Making a difference in the world by reducing carbon emissions and improving access to clean energy with every module we make.

Our purpose is to make a difference in the world by reducing carbon emissions and improving access to clean energy with every module we make.

At Silfab Solar, the energy of our people is the power behind our success. Our employees actively shape the solar innovations of tomorrow, while adhering to the highest ethical operating standards and promoting a respectful and safe workplace for our diverse workforce.

Our state-of-the art facilities in the US and Canada engineer and design the latest generation of solar products and utilize advanced manufacturing technology to produce high-efficiency PV cells and modules intended to outperform the market. As a profitable and rapidly expanding company in one of the fastest-growing sectors in the renewable energy industry, Silfab provides you with an incredible opportunity to build your career and contribute to a sustainable future. We are committed to investing in our employees, providing a dynamic and supportive environment for learning and professional growth. We offer competitive pay, generous benefits, and opportunities for advancement, but more importantly, we offer you the ability to make a real difference in the world.

Together we can create a brighter, cleaner future for generations to come.

Job Description

Summary of Position

The IT Manager, Service and Support reports to the Director of Information Technology and is responsible for the delivery of IT services and support for all Silfab locations. This includes the managing and mentoring of team members and acting as the project manager for key IT projects. This leadership role is a champion of customer centric behaviors, focusing the IT service and support team on achieving service levels, and enhancing end user computing through customer centric service delivery.

Essential Duties and Responsibilities
  • Support Director of IT with strategic planning and execution of IT Services and Support initiatives.
  • Lead a team of IT support staff and work closely with other teams within the IT department to ensure the delivery of high-quality IT services, support, and top-tier customer service.
  • Manage support services, including on-call support for non-business hour services, to ensure the availability of resources and timely escalation of requests/services according to business needs.
  • Lead continuous improvement activities related to service delivery and end user experience liaising with the appropriate teams.
  • Assist in the preparation and management of staffing, capital, and operations spending plans.
  • Responsible for hiring, training, development, and performance management of all direct reports.
  • Ability to lead and drive a service-focused team with a strategic focus on customer-facing activities, services, and processes.
  • Act as an IT internal business partner, ensuring customer requirements are understood and met while facilitating conversation between departments and teams.
  • Empower staff to take proactive action to prevent performance issues.
  • Prioritize and train customer-centric behavioral competencies and technical skills when hiring and developing staff.
  • Assist in the creation and roll out of customer value creation metrics as deemed necessary by business needs.
  • Be a leader in service excellence through management of the service desk function and reporting, service delivery or new/updated services and applications, and the oversight of deployment and support of employee devices, software, and hardware management.
  • Ensure all new employees are given the proper tools, technology, and training to be an asset to the team.
  • Follow up on end user device metrics including hardware, software (i.e. Windows Updates), and security deployments (i.e. disk encryption, endpoint protection) to ensure devices maintain a high level of security and capabilities.
  • Ensure hardware and software assets and subscriptions are tracked, and software license compliance is maintained.
  • Lead the creation, scheduling, budgeting, implementation, and delivery of key IT projects.
  • Lead cross-functional teams and partner in the delivery of key IT projects.
  • Act as a liaison between the Company, customer, and vendors.
  • Prepare and deliver project status reports.
  • Ability to travel between the US and Canada up to 20%.
Qualifications

Skills
  • Excellent written and verbal communication skills.
  • Ability to effectively manage and mentor a diverse team, including remote and geographically dispersed team members.
  • Strong leadership, team building, and employee relations skills.
  • Excellent conflict resolution and problem-solving skills.
  • Agile in thought and action with the ability to tackle difficult problems analytically and make well-reasoned business decisions.
Traits
  • Ability to assess problems and quickly develop scenarios for solutions.
  • Solid judgement, and ability to take personal responsibility and ownership of all work performed.
  • Customer service-oriented attitude.
Education and/or Experience
  • Bachelor's degree in computer science or information systems, or IT diploma with relevant certification (i.e., ITIL, Microsoft, Cisco, VMWare).
  • Minimum 8 years of progressive IT experience with diverse enterprise environments.
  • Minimum 2 years of experience supervising technical/support teams.
Preferred:
  • Experience in the planning and execution of multi-location projects utilizing formal project management methodology.
  • Manufacturing industry experience is an asset.
Additional Information

Compensation and Benefits
  • Competitive Market Wages
  • Annual bonus eligibility
  • Paid Time Off (vacation, sick, and holiday)
  • 401(k) Retirement Plan
  • Medical/Dental/Vision Insurance Plans
  • Health Savings Account option
  • Supplemental/Voluntary Insurance Plans
  • Employee Assistance Program
  • Tuition Reimbursement Program
  • Employee Recognition Programs
  • Employee PV Panel Purchase Program

All your information will be kept confidential according to EEO guidelines.

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