Factory IT Support Supervisor

The Factory IT Support Supervisor’s primary responsibility is to ensure 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. Responsibilities Team Leadership: Lead and manage desktop support team, including hiring, training, scheduling, and performance evaluation. Incident Management: Oversee the management of factory incidents, including prioritization, escalation, and resolution. Serve as a point of escalation and resolve challenges in a timely manner. Process Improvement: Continuously assess and refine support processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. Collaboration: Work closely with the IT-Operational Technology (OT) Liaison and other stakeholders to prioritize IT, OT and factory initiatives. Metrics Monitoring: Monitor and analyze support metrics, such as ticket volumes, resolution times, and customer feedback, to identify trends, performance gaps, and improvement opportunities. Communication: Facilitate communication and collaboration between the desktop engineer support team, IT department, OT stakeholders, and factory management to ensure alignment and transparency. Compliance: Ensure compliance with security policies, regulatory requirements, and industry standards in desktop support operations, mitigating risks and safeguarding sensitive information. Training and Development: Foster a culture of continuous learning and professional development within the team. Documentation: Maintain accurate documentation of support processes, troubleshooting procedures, and system configurations to facilitate knowledge sharing and continuity of support. Vendor Management: Coordinate with external vendors and service providers as needed for hardware/software procurement, maintenance, and support. Emergency Response: Be available for on-call support and emergency response situations, providing leadership and guidance to the team during critical incidents and disruptions. Customer Service: 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. Education/Experience 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 Leadership Skills: Proven ability to lead and inspire a team, fostering a positive and collaborative work environment. Technical Proficiency: Proficiency in Windows desktop operating systems and productivity software i.e. Microsoft Office Suite, Sharepoint, and Power BI. Cybersecurity Expertise: Strong understanding of cybersecurity principles and best practices, including endpoint security and data protection measures. Project Management: Project management skills to plan, organize, prioritize tasks effectively and experience in coordinating cross-functional projects. Communication and Stakeholder Management: Excellent communication skills to convey technical information to both technical and non-technical stakeholders effectively. Strategic Thinking: Ability to think strategically and align support efforts with organizational objectives. Problem-Solving and Decision-Making: Strong analytical and problem-solving skills, with the ability to make sound decisions in high-pressure situations. Vendor Management: Experience in engaging with vendors for procurement, support, and maintenance of factory and OT hardware and software. Collaboration Skills: Ability to collaborate effectively with cross-functional teams, including IT, operations, and engineering. Training and Development: Skill in developing and implementing training programs for team members and end-users. Continuous Learning: Commitment to staying updated on the latest trends, threats, and technologies in both IT and OT. Physical Requirements: Ability to life and move up to 50 lbs to install OT hardware 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) Report: Metrics or KPIs tracking the performance of factory systems, processes, or initiatives. This could include uptime/downtime statistics, response times, or compliance metrics, providing insight into overall performance and areas for improvement. 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. Postmortem reviews to identify lessons learned and recommendations for future improvements. Strategic Alignment Reviews: An assessment of how IT and OT integration efforts align with the organization's strategic goals and objectives.

Salary : $84,000 - $147,000