IT Support Manager

Wyman-Gordon: Wyman-Gordon is a worldwide supplier to the aerospace and industrial gas turbine markets. We hold quality accreditations for all the major airframe and engine manufacturers for both civil and military applications. Wyman-Gordon creates rotating closed-die forgings which are critical for aerospace and land-based gas turbines. Wyman-Gordon also manufactures structural forgings for airframe, nuclear, petrochemical, power generation, and space applications.

Location Profile:

Located throughout the USA and Europe, Wyman Gordon is a major industrial manufacturer serving a wide range of industries including aerospace, power generation, and industrial businesses. The selected candidate will reside in the Houston area and work primarily in the Wyman Gordon Division Office located in Houston, Texas.

Position Summary

The successful candidate will provide both operational and administrative leadership for the user support teams, while also serving as the escalation point for advanced technical support issues. Additionally, the IT Support Manager provides exceptional customer engagement, service, and support for all customers, leads planning and execution for regional technology projects including technology upgrades, rollouts, replacements, and improvements. Leads the team as contributors and facilitators of manufacturing automation and business process initiatives within the region. The Manager supports senior IT leadership with planning, documentation, and operational reports. On a daily basis, this first-line leader manages the workload and productivity of local IT technicians, and actively manages user support, office technology and incident resolution at 8 plant locations in Texas, Ohio, Pennsylvania, Massachusetts, South Carolina, and New Jersey. Works closely with Cyber Security, Applications, and Infrastructure teams. The ideal candidate has the aptitude to manage a remote workforce and engage business stakeholders in a professional and helpful manner. A thoughtful and creative approach to developing team members and producing great results is essential. Occasional travel required.

Primary Duties & Responsibilities

• Work as a leader in the Division IT organization in Houston, Texas.
• Serves as the primary business-facing leader and single point of contact for all IT support functions.
• Lead and develop IT support technician.
• Document application requirements, technical specifications, use-cases, and workflow processes.
• Support and implement Corporate and Division data governance and master data initiatives.
• Enforce company compliance, safety, environmental, governmental policies, and regulations as applicable.
• Mentor and train junior techs on user support, user engagement, and technical troubleshooting.
• Handle technical escalations from Helt Desk and other techs.
• Provide leadership on local IT projects in support of business operations.
• Work closely with other division and corporate technical teams including security, networking, infrastructure, and application teams, to identify and troubleshoot complex technical issues, to implement changes and to ensure successful user adoption.
• Provides specialized onsite and remote support for emergency activations and special events, and other work as assigned.
• Participates in or leads projects including imaging and deploying endpoints (computers, tablets, laptops, smart phones), as well as shop floor IT systems implementation, testing new endpoints, documentation, etc.
• Manage technical schedules for both normal business hours and after hour on-call support.
• Other duties as assigned.
  
  

Required Skills

• Strong knowledge of installing, modifying, and repairing computer hardware and software.
• Ability to correctly diagnose and troubleshoot business technology.
• Familiarity with computer hardware, software, and phone systems.
• Documenting and assessing support engagements through service desk applications.
• Monitoring open Help Desk ticket requests, dispatches, and ensures issues are addressed in timeline fashion.
• Providing and assisting with end user training as needed.
• Lead other IT professionals in support of complex problem resolution or project implementation.
• Good knowledge of Active Directory, Windows operating systems, user, and server hardware, identify management, mobile device management, Window Server administration, and creating procedural documentation.
  
  

Other Desirable Skills (not Required)

• Workstation and service patching and deployments via SCCM.
• Solid technical writing and documentation skills.
• Familiarity with ITIL best practices, particularly within ServiceNow.
• SQL database administration.
• Familiarity with SOX and other compliance programs.
• Strong familiarity, course work, or certification in cyber security.
• Understanding of routing and switching fundamentals.
  
  

Experience & Education

• Bachelor’s degree in computer science, information systems or related studies, or equivalent work experience.
• Minimum of two (2) years IT management or supervisory experience.
• Preferred two (2) plus years working in a discrete manufacturing environment, such as aerospace or other heavy industries.
  
  

Working Conditions

• Intermittent exposure to indoor manufacturing environment.
• Intermittent exposure to moderate noise.
• Exposure to hazardous chemical environment.
• Working conditions may include small spaces, dust, fumes, odors, hot/cold temperatures, inside/outside noise vibration.
• Must be able to support a 24/7 operation.
• Some travel may be required – approximately 15%.
  
  

Physical Requirements

• Must be able to lift and carry items weighing up to thirty-five (35) pounds on an infrequent basis.
• Must be able to work around forklifts and hazardous machinery.
• Must be able to wear all of the required Personal Protective Equipment.