Job Description

• Manages the project work schedule and assigns help desk staff to specific projects, overseeing activities of staff to ensure high quality infrastructure results and timely completion of all projects and within budgetary guidelines.
• Provide daily management, supervision, and prioritization of all Help Desk ticket-based workflow and ongoing project initiatives including resource management
• Actively participate in Help Desk ticket queues and project-based initiatives
• Delegate tickets/tasks to team members and resolve escalated issues in a timely manner
• Develop and maintain FAQs in support of standard business applications and technologies
• Mentor Help Desk resources developing excellent customer service delivery and performance
• Establish and demonstrate an understanding of evolving customer and business needs. Ensure the same level of understanding across the helpdesk team
• Create and maintain a program for increased business, customer service, and technical knowledge, including process documentation
• Monitor and identify customer issues or problems which may require changes to procedures, standards, and systems
• Prepare the support team for new product/service releases
• Managing the IT budget and ensuring that expenses are in line with the organization's financial goals
• Manage and set up networking and telecommunications systems for an organization.
• Responsible for establishing strong partnerships with vendors to set clear expectations.
• Maintain current knowledge of industry trends and potential impact on the support business
• Ensures that standards and procedures are in place and adhered to for the work of the IT team.
• Be aware of the strategic direction of the organization as well as new technologies on the horizon. Be able to use this knowledge to recommend the right technology that enables the organization to move forward. Be able to lay out a strategy that executives will understand and support. This means going beyond understanding what the technology does at a systems engineer level and understand how that technology relates to the goals of the department and larger organization.
• Produce standard reports on the status of the infrastructure, Regularly communicate what they are doing and how their work relates to the success of the organization
• Ensuring the right software and tools are in place to manage the infrastructure. This goes beyond the OS selection and includes software monitoring, device, OS patching, and configuration management tools.
• Assist with the overall business technology planning, providing a current knowledge and future vision of technology and systems.
• Creates and fosters relationships with colleagues from other industries.
• Leads and manages in a way consistent with Wilson Tool values.
• Provides technical advice, support to all departments as needed.
• Build and support teams of diverse individuals with the right blend of experience and skills for security and general IT projects.
• Work directly with senior leadership to understand business objectives and develop solutions to meet those needs.
• Reporting to management information on the nature, scope, and status of cyber threats.
• Traveling domestic and international as needed.
• Other duties as assigned

• Bachelor's degree in one of the following:
  • Computer science
  • Information technology
  • Or a related field. An MBA is preferable.
• Minimum of eight to 10 years of experience in a combination of risk management, information security and IT jobs
• Minimum of eight to 10 years of years of manufacturing experience
• ITIL proficiency and / or certification is preferable.
• Knowledge of common information security management frameworks, such as ISO/IEC 27001, and NIST.
• Excellent written and verbal communication skills and high level of personal integrity
• Innovative thinking and leadership with an ability to lead and motivate cross-functional, interdisciplinary teams
• Experience with contract and vendor negotiations and management including managed services.
• Ability to influence others, build collaborative relationships and foster teamwork.
• Ability to manage multiple projects simultaneously.
• Excellent communication skills.
• Excellent documentation skills.
• Project management experience.