Technology Enablement Lead

Position Summary:

This position leads the IS Desktop Support team, overseeing the administration of end-user devices and delivering technical support to all associates. Serving as a key liaison between technology and the business, this role fosters collaboration to align IS services with organizational needs. The individual will resolve IS issues, fulfill service requests, manage a diverse range of devices and applications, lead projects, and manage team workloads. By partnering closely with business stakeholders, they will help drive the adoption of technology solutions that enhance productivity and contribute to a stable, secure, and efficient IS environment.

Key Responsibilities:

• Lead IS Desktop Support team
• Grow the technical and professional skills of the Desktop Support team and its members
• Develop and drive team and individual SLAs and performance goals
• Lead cybersecurity and vulnerability remediation efforts across Desktop Support assets
• Participate in multi-year strategic planning and budgeting of IS hardware and systems
• Translate business needs into solutions, tasks, and costs for IS projects
• Plan, coordinate, and execute IS projects across internal business and outside partners
• Manage vendor contracts, costs, and relationships
• Deploy efficient software changes through scripted or automated solutions
• Perform IS orientation for new hires
• Maintain IS work areas across multiple locations, including HVAC, UPS, and generator systems
• Participate in IS off-hours support and cybersecurity incident response
• Create and update SOPs and documented configurations for hardware and software
• Maintain proper inventory of IS equipment
• Remain current on technology changes and security standards

Objectives:

• Frontline IS Support
  • Timely triage and resolution or escalation of IS issues
  • Identify and mitigate repeated issues or patterns
  • Complete various IS requests and projects
• Up-to-date Systems
  • Keep applications current
  • Evaluate and implement new technologies and equipment
  • Create consistent and repeatable IS solutions
• Cybersecurity
  • Remediate hardware and software vulnerabilities
  • Analyze and respond to phishing email submissions
  • Promote and train all associates on proper cybersecurity behaviors
• Achieving Financial Plan Results
  • Analyze cost-effectiveness of IS projects and solutions
  • Maintain optimal IS inventory for replacements and repairs
  • Optimize software license usage and assess alternatives

Results:

• Functional computer hardware and applications for associates
• Minimal queue of tickets and successful root-cause resolutions achieved in a timely manner
• Hardware inventory optimized for need, storage, and cost
• Growing current IS staff knowledge and skills, developing our people

This is not an exhaustive list of duties or functions and may not necessarily comprise all "essential functions" for purposes of the ADA.

Education, Certifications, and Experience:

• Bachelor’s degree in computer systems or similar field preferred
• 7+ years of experience in PC/network support position preferred
• 2+ years of experience in a leadership/mentorship role

Key Skills and Competencies:

• Proven ability to organize and prioritize multiple tasks for individuals and groups
• Effective written and verbal communication with all organizational levels and stakeholders
• Continuously seek and deliver process improvement
• Initiate action and maintain momentum with minimal supervision
• Possess valid driver’s license and vehicle for travel and transport of equipment between locations

Physical Requirements:

The ability to work in a normal office and manufacturing environment to include: sitting, standing, or walking for long periods of time; climbing stairs; lifting and moving items weighing up to 50 lbs.; operating various standard office equipment; carrying paper documents/files; reaching; bending; twisting; crawling; speaking on the telephone, etc.

The ability to wear required personal protection gear (i.e. hearing, eye and foot protection as well as other personal protective equipment such as gloves and aprons, etc.); tolerating loud noise (maximum of 95 dB); tolerating extreme heat, cold and dusty environment.

EOE including disability/veteran