It Support Regional Supervisor-W/Travel

Founded in 1925, MacLean-Fogg is a family-owned world-wide enterprise comprised of MacLean-Fogg Component Solutions (MFCS), and its four primary business groups: Fastener Solutions, Engineered Solutions, Plastic Solutions and Additive Solutions. MacLean-Fogg is a leading manufacturer of fasteners solutions, engineered solutions, plastics solutions and additive solutions for automotive, heavy truck and other diverse industries. Our more than 1,800 employees work every day to provide our customers with solutions at a fair price, on time with world class quality.

Job Summary

The IT End User Specialist 4 is responsible for overseeing the IT support operations within their designated region. This role involves managing a team of IT support technicians, providing white glove deskside service to company executives and VIPs, and coordinating the delivery of high-quality IT support services to end-users. End User Specialist 4 will be actively involved in central helpdesk functions, including ticket routing, escalation management, and shift coordination.

Job Duties

Supervisory Duties:

• Lead and supervise a team of IT support technicians within the designated region.
• Provide guidance, coaching, and mentorship to team members, ensuring their professional growth and development.
• Conduct regular performance evaluations and provide feedback to team members.
• Collaborate with IT management to develop training programs and performance improvement initiatives.

User Support and Issue Resolution:

• Act as an escalation point for regional IT support technicians, providing assistance with complex technical issues.
• Ensure timely and effective resolution of IT support tickets, meeting service level agreements (SLAs) and user satisfaction targets.
• Collaborate with local IT representatives to address on-site issues and ensure a smooth support experience for end-users.
• Provide white-glove end user support for VIPs and executives.

Central Helpdesk Responsibilities:

• Manage ticket routing and escalation processes for the central helpdesk, ensuring efficient allocation of tasks to regional technicians.
• Handle ticket escalations from local technicians and coordinate with other IT teams to resolve complex issues.
• Collaborate with other IT supervisors to optimize support processes and enhance user experience.
• Contribute to the development of centralized IT support strategies and continuous improvement initiatives.

Training and Knowledge Sharing:

• Develop and deliver training programs for regional IT support technicians, focusing on technical skills, customer service, and IT best practices.
• Facilitate knowledge sharing sessions within the team, promoting a collaborative learning environment.

Technical Expertise:

• Stay updated with the latest technology trends, tools, and best practices related to end-user support.
• Provide technical guidance and training to team members, fostering continuous skill development.

Collaboration:

• Collaborate with other IT teams, such as infrastructure, security, and application support, to address cross-functional technical challenges.
• Communicate effectively with stakeholders to understand their requirements and provide appropriate IT solutions.

Documentation and Reporting:

• Maintain accurate records of end-user issues, resolutions, and service request details.
• Generate regular reports on team performance, identifying trends and areas for improvement.
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Experience and Education

• Perform work with a high degree of latitude
• Handle the most complex issues
• Possess expert knowledge of subject matter
• Provide leadership, coaching and/or mentoring to a subordinate group
• Proven experience in IT support roles, with a strong background in troubleshooting hardware, software, and network issues.
• Demonstrated leadership skills with previous supervisory or team lead experience.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Proficiency in ITIL best practices and helpdesk ticketing systems.
• Familiarity with Intune, Autopilot, and other IT management tools.
• Typically require a bachelor's degree and over 6 years of experience

Competencies/ Skills

• Advanced verbal and written communication skills
• Computer skills
• Project scheduling skills
• Planning skills
• Leadership: Demonstrated ability to lead, mentor, and guide a team of IT professionals.
• Problem-Solving: Strong analytical skills and the ability to diagnose and resolve technical issues efficiently.
• Customer-Focused: Commitment to providing exceptional service and ensuring high levels of end-user satisfaction.
• Adaptability: Ability to work in a fast-paced environment, handle changing priorities, and adapt to evolving technologies.

EOE-Minority/Female/Disability/Veteran
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and for compliance with certain record keeping requirements. MacLean-Fogg Company has a long-standing commitment to equal employment opportunity for all its associates and applicants for employment.  MacLean-Fogg Company believes all persons are entitled to equal employment opportunities and does not discriminate against its employees or applicants for employment because of race, color, gender, affectional or sexual orientation, domestic partnership status, ancestry, religion, national origin, citizenship status, marital status, disability, veteran status, age or any other protected group status.