Job Purpose

Directly supervise and oversee the day-to-day operations of IT employees with clearly defined objectives and job procedures in place. Coordinate associated IT projects, applications, and technology and support areas. Provide lead technical and business analysis support for functional and/or business groups.

In this position you will have the opportunity to:

• Provide day-to-day leadership, direction, and workload prioritization for Field Services engineers and support staff
• Oversee end-user support delivery (on-site and remote) across assigned facilities and regions
• Ensure consistent delivery of IT support across manufacturing sites (break/fix, infrastructure, end-user support)
• Ensure proper escalation and seamless handoff between Service Desk and Field Services teams
• Act as Management point of contact for mill based problem management and troubleshooting, in conjunction with functional owners
• Communicate priorities, outages, operational risks and needs, and project updates clearly to leadership
• Ensure adherence to corporate IT policies, security standards, and audit requirements
• Support site-level disaster recovery planning, backup validation, and incident response
• Maintain secure and compliant IT environments across all supported locations
• Management, training and provisioning of access to new employees
• Ensure work assignments and projects including those of assigned staff are completed successfully, on time and in accordance with company standards and IT best practices
• Estimate resource needs and ensure adequate staffing in order to meet assigned activities and predetermined completion dates efficiently
• Monitor the effectiveness of systems, policies and procedures and make appropriate recommendations to ensure daily operations run smoothly and efficiently; implement approved changes
• Responsible for training and development of assigned staff, providing skills and knowledge training, coaching, clear feedback and corrective action as necessary
• Provide technical lead support as needed
• Troubleshoot complex problems and develop effective solutions to resolve issues
• Coordinate with and support business and functional groups
• Consult with management and staff across IT to coordinate and communicate activities
• Monthly travel required
• Off-hours, on-call required

What do I need to be successful?

• 5 plus years of relevant experience with a manufacturing company, including at least 1 year of supervisory experience, or any equivalent combination of experience and training that demonstrates the ability to perform the key responsibilities of this position
• Demonstrated supervisory and people‑management skills in an end‑user support environment
• Ability to train, coach, mentor, and develop team members to maintain a high-performing, service-oriented culture
• Experience with staffing coverage across sites, regions, and support hours
• Experience monitoring service levels, key performance indicators (KPIs), and SLAs, with the ability to drive continuous improvement
• Strong customer service orientation with the ability to handle escalations professionally and effectively
• Ability to analyze trends, identify recurring issues, and partner with other IT teams for root cause resolution
• Effective written and verbal communication skills, with the ability to communicate clearly with both technical teams and business users

Education

• Bachelor’s degree in Computer Science or related field
• Specialized certification(s) desirable

Work Environment

• This position will work at home and in our Nashville office on a hybrid schedule
• Must live within the greater Nashville area or willing to relocate to the greater Nashville area
• Bi-monthly travel required that will include office and manufacturing locations

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