Factory IT Support Supervisor

4 weeks ago

Saint Paul, Minnesota, United States Graco Full time

Graco is a leading manufacturer of premium equipment for various industries. We are seeking an experienced IT Support Supervisor to join our team.

The successful candidate will be responsible for ensuring the seamless operation and support of computing infrastructure within Graco's factory environments.

This role encompasses managing a team of skilled professionals responsible for providing Level 1 to Level 3 technical support, resolving complex desktop-related issues, and maintaining the integrity and functionality of IT systems critical to factory operations.

Key Responsibilities:

  • Lead and manage desktop support team, including hiring, training, scheduling, and performance evaluation
  • Oversee the management of factory incidents, including prioritization, escalation, and resolution
  • Continuously assess and refine support processes and procedures to enhance efficiency, effectiveness, and customer satisfaction
  • Work closely with the IT-Operational Technology (OT) Liaison and other stakeholders to prioritize IT, OT and factory initiatives
  • Monitor and analyze support metrics, such as ticket volumes, resolution times, and customer feedback, to identify trends, performance gaps, and improvement opportunities
  • Facilitate communication and collaboration between the desktop engineer support team, IT department, OT stakeholders, and factory management to ensure alignment and transparency
  • Ensure compliance with security policies, regulatory requirements, and industry standards in desktop support operations, mitigating risks and safeguarding sensitive information
  • Foster a culture of continuous learning and professional development within the team
  • Maintain accurate documentation of support processes, troubleshooting procedures, and system configurations to facilitate knowledge sharing and continuity of support
  • Coordinate with external vendors and service providers as needed for hardware/software procurement, maintenance, and support
  • Be available for on-call support and emergency response situations, providing leadership and guidance to the team during critical incidents and disruptions
  • Ensure that all support interactions are conducted with a focus on excellent customer service, addressing user needs and concerns in a timely and professional manner

Requirements:

  • 2 years of post-secondary education in Computer Science, Information Technology, or equivalent education
  • 5 years of experience in desktop support in a factory or equivalent setting, with at least 2 years of people management experience
  • Experience in incident management and familiarity with operational technology (OT) and its integration with IT systems is preferred

Qualifications and Skills:

  • Proven ability to lead and inspire a team, fostering a positive and collaborative work environment
  • Proficiency in Windows desktop operating systems and productivity software i.e. Microsoft Office Suite, Sharepoint, and Power BI
  • Strong understanding of cybersecurity principles and best practices, including endpoint security and data protection measures
  • Project management skills to plan, organize, prioritize tasks effectively and experience in coordinating cross-functional projects
  • Excellent communication skills to convey technical information to both technical and non-technical stakeholders effectively
  • Ability to think strategically and align support efforts with organizational objectives
  • Strong analytical and problem-solving skills, with the ability to make sound decisions in high-pressure situations
  • Experience in engaging with vendors for procurement, support, and maintenance of factory and OT hardware and software
  • Ability to collaborate effectively with cross-functional teams, including IT, operations, and engineering
  • Skill in developing and implementing training programs for team members and end-users
  • Commitment to staying updated on the latest trends, threats, and technologies in both IT and OT

Deliverable Expectations:

  • Weekly Status Updates: Progress Report - A detailed report summarizing the progress made during the week on factory projects, including milestones achieved, tasks completed, and any roadblocks encountered
  • Incident Management: A list of any issues or challenges that arose during the week, along with proposed solutions or mitigation strategies
  • Meeting Minutes: Minutes from meetings with factory support team, stakeholders, and vendors, highlighting key discussions, decisions made, and action items assigned
  • Documentation Updates: Any updates or additions to documentation related to IT and Factory systems, processes, configurations, or procedures
  • Risk Assessment: Coordinate risk assessment report with OT Liaison and Factory OT teams
  • Key Performance Indicators (KPIs): Metrics or KPIs tracking the performance of factory systems, processes, or initiatives
  • Feedback Summaries: A summary of feedback gathered from factory team members regarding IT and OT efforts
  • Emergency Response Plans: Documentation of emergency response procedures, including on-call schedules, escalation protocols, and incident communication plans
  • Strategic Alignment Reviews: An assessment of how IT and OT integration efforts align with the organization's strategic goals and objectives

Graco is an equal opportunity employer and welcomes applications from diverse candidates. We offer a comprehensive benefits package, including medical, dental, stock purchase plan, 401(k), tuition reimbursement, and more. To learn more about our company culture and benefits, please visit our website.

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