About this role
Provide operational leadership for IT support operations to ensure responsive, high-quality service delivery. Coordinate IT support activities, establish procedures, and drive continuous improvement across teams and platforms.
Key Responsibilities
- Lead day‑to‑day IT support operations
- Assign and rebalance IT support work
- Define IT support procedures and standards
- Ensure escalation paths and cross-team coordination
- Drive service improvements and budgeting
Technical Overview
Emphasis on ITIL, Microsoft 365 administration, MS Office, service management platforms, automation, and remote support tools
Ideal Candidate
The ideal candidate is an IT support professional with 5+ years of experience, strong ITIL background, MS Office proficiency, and experience in manufacturing/multi-site environments. They should be able to lead IT projects, optimize support processes, and work across global teams.
Must-Have Skills
Associate’s degree in computer sciencecomputer engineeringelectrical engineeringor related field or equivalent via education and/or work experience5 years’ experience in IT support or help desk servicesProficiency in MS OfficeAvailability to travel domestically and internationallyless than 5%
Nice-to-Have Skills
Demonstrated success leading IT technical and business projectsDemonstrated success identifying system gaps and emerging technologies that increase accuracyproductivityand business growthDemonstrated ability to deliver a project or multiple projects on timefrom concept through deploymentDemonstrated successful working relationships with clientssuppliersand other internal and external contactsDemonstrated continuous improvement in areas of responsibilityFamiliarity with ITIL frameworks
Tools & Platforms
Microsoft 365MS OfficeService management platformsAutomation solutionsRemote IT support tools
Required Skills
ITIL frameworksMicrosoft 365 administrationMS OfficeService management platformsAutomation solutionsRemote IT support tools
Hard Skills
ITIL frameworksMicrosoft 365 administrationMS OfficeService management platformsAutomation solutionsRemote IT support tools
Soft Skills
LeadershipCommunicationInterpersonalOrganizationalProblem solvingCustomer focusTeam collaboration
Keywords for Your Resume
it supporthelp deskitilmicrosoft 365microsoft officems officeservice management platformsautomationremote it supportmanufacturingmulti-sitetravellead it projectsknowledge basesself-service portalsclient relationshipsremoteroanokeservice management
Deal Breakers
No ITIL experience, Less than 5 years IT support experience, No MS Office proficiency
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