Job Description

Job # IT26001

Job Title IT Support Operations Specialist

Office Location Roanoke, VA preferred

Business Function/Department IT/Infrastructure

Sales Territory, if applicable N/A

General Role Description

Provide operational leadership for IT support operations to ensure responsive, high‑quality service delivery aligned with infrastructure and business objectives

Role Accountabilities

– Lead and execute day‑to‑day IT support operations through coordination and prioritization of IT support activities

– Assign, prioritize, and rebalance IT support work to meet service expectations

– Define and maintain IT support procedures and standards, aligned with best practices and regularly reviewed for relevance

– Ensure proper escalation and resolution paths are followed for all IT support cases, coordinating across teams as needed

– Monitor IT support trends and metrics to identify issues, track performance, and drive service improvements

– Ensure alignment of priorities, facilitate knowledge sharing, and drive effective coordination to resolve IT issues efficiently

– Implement tools to enhance IT support efficiency, including service management platforms, automation solutions, and remote IT support tools

– Lead IT support resources to ensure technical proficiency and service standard adherence

– Ensure effective execution of IT support operations by coordinating IT support activities and client service excellence

– Proactively assess and provide IT support performance feedback to manager on an ongoing basis

– Lead problem management efforts by identifying root causes of recurring issues and implementing permanent solutions

– Drive continuous improvement in IT support processes and customer experience

– Forecast IT support needs and identify resource and tool requirements for budget and MRP planning

General Employee Accountabilities

– Bring full effort to bear on tasks assigned by manager

– Give manager best advic

– Give earliest notice when work cannot be delivered as specified

– Cooperate and collaborate with peers and interact cross-organizationally as specified by manager

– Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment

– Comply with all Company policies, practices, and procedures and all regulations and laws

– Recommend viable improvements proactively

– Ensure effective utilization of business tools and processes

Requirements

Minimum Qualifications

– Associate’s degree in computer science, computer engineering, electrical engineering, or related field or equivalent via education and/or work experience

– 5 years’ experience in IT support or help desk services

– Demonstrated success leading IT technical and business projects

– Demonstrated success identifying system gaps and emerging technologies that increase accuracy, productivity, and business growth

– Demonstrated ability to deliver a project or multiple projects on time, from concept through deployment

– Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts

– Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills

– Demonstrated continuous improvement in areas of responsibility

– Proficiency in MS Office

– Availability to travel domestically and internationally, less than 5%, sometimes with limited notice

Preferred Qualifications

– Demonstrated experience with ITIL frameworks

– Familiarity with Microsoft 365 administration

– Demonstrated experience in manufacturing or multi-site enterprises

– Demonstrated experience implementing knowledge bases and self-service portals

– Demonstrated experience in a recognized business process methodology

Link to TMEIC Corporation Americas website: https://www.tmeic.com/To be considered an applicant for any available positions, individuals must complete an online job application for each posting. A resume may be attached to the online application but is not considered a substitute for the information in the application. Applications will be considered only for the specific position for which the application is submitted

EEO/AA/M/F/Vet/Disability Employer