IT Support Site Manager

Position Overview 

As an IT Site Manager within IVC’s Information Technology team, this individual plays a critical role in working closely with the business and across the Information Technology organization defining, delivering, and supporting IT and Operational technical solutions and supporting roadmaps.  Responsible for the overall systems infrastructure including engineering, implementation and integration, and technical services and support.  Defines specifications for operational technologies assists in defining specifications for operating systems applications and modifies/maintains existing applications.  Installs, maintains, and administers infrastructure including hardware, software, and various configurations.  Designs and deploys systems based on business/user requirements.  

Specific Responsibilities  

• Performs maintenance on existing operating systems and hardware (server and desktops) directed by the engineering team.  

• Evaluates, engineers, tests, recommends, and implements secure operational technologies and makes recommendations to engineering team regarding IT infrastructure.  

• Acts as a resource for system escalation issues.  

• Documents platforms and processes for ongoing operations.  

• Gathers business requirements for system design.  

• Monitors overall performance to proactively identify potential issues and tune appropriately.  

• Investigates and resolves system problems and system performance.  

• Schedules and coordinates installation and maintenance of software/hardware on the network.  

• Performs root cause analysis on failed components and implements corrective measures.  

• Provides ongoing information to leadership, customers, and peers regarding enhancements, innovations and solutions.  

• Responsible for following company specific systems engineering standards.  

• Periodic inspections of assigned IT infrastructure to ensure policies are being upheld.  

• Responsible for floor space allocations and related rack and rack peripheral infrastructure build out to accommodate hardware installations and moves.  

• Plans and coordinates with various cross-functional teams and vendors to ensure present and future capacity/scalability.  

• Works with systems and network engineer group to support local IT infrastructure.  

• Recognized as subject matter expert in relation to helpdesk and deskside services infrastructure.  

• Directs, leads and plans new helpdesk and deskside services projects.  

• Oversees the coordination of helpdesk and deskside services space allocation and layout.  

• Main point of contact for all IT related activities for supported site.  

• Develops, modifies and executes helpdesk and deskside services policies, processes, and standards that affect immediate operation(s) and may also have company- wide affect.  

• Identifies and develops training for staff.  

• Establishes operational objectives and assignments for department.  

• Pursues internal opportunities to champion new ideas and concepts.  

• Contributes at an expert level to large, complex projects that are long-term in nature or projects that have been identified as a critical priority.  

• Expert troubleshooting skills with current versions of relevant technology 

General Responsibilities 

• Poses no direct threat to the health or safety of himself/herself, of others, or to property. Defined as a significant risk of substantial harm that cannot be eliminated or reduced to an acceptable level by reasonable accommodation.    

• Requires regular attendance to perform essential element as contained herein between the assigned start and end times for work.   

• Performs such individual assignments as management may direct.    

• Other duties as assigned.   

Education, Experience, and Licenses: 

• Bachelor's degree or equivalent experience 

• 10+ years of advanced experience providing helpdesk and deskside services for laptops, PCs, phones, and PC peripheral devices such as printers, docking stations, and monitors in an enterprise environment. 

Knowledge, Skills, and Abilities 

• Knowledge of system development methodology, project management, analytical/problem solving skills and relevant development and technology skills.    

• Extensive experience with using incident and problem management platforms.  

• Consistently provide timely resolution for all end-user requests and root cause analysis for issues.  

• Able to create detailed technical documentation.  

• Excellent customer service skills.  

• Excellent verbal and written communications skills.  

• Leads in understanding industry standards, best practices, and emerging technologies to improve operations and reduce costs.  

• Effectively conveys technical aspects to Senior Leadership and/or Customers.  

• Expert knowledge in supporting Windows Desktops, including Operating systems, hardware, encryption, anti-virus and peripherals.  

• Expert Knowledge in Remote Desktop administration.  

• Expert knowledge of SCCM software deployment, including imaging and software packaging skills.  

• Working knowledge in server administration (Windows, Linux, etc.).  

• Working Knowledge in supporting Active Directory, Exchange and Group Policy administration (Windows, Linux, etc.).  

• Working knowledge in supporting server and storage hardware.  

• Working knowledge in data network switching infrastructure  

• Proficient knowledge in supporting mobile devices.  

• Proficient in establishing, implementing and monitoring general IT control processes such as access, backup & recovery.  

• Expert knowledge in supporting manufacturing operations technology, such as: barcode label printers, bar code scanners (handheld and VMU’s), device management and alerting, and PLC/SCADA. 

International Vitamin Corporation (IVC) Is an Equal Opportunity Employer. Our organization remains steadfast in our commitment to fostering an inclusive and non-discriminatory work environment that welcomes individuals from all backgrounds. We firmly maintain the belief that every individual ought to be treated with respect and dignity, regardless of their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, marital status, genetic information, or any other protected characteristic, as defined by the law. We pledge that all eligible job applicants shall receive an impartial and unbiased evaluation during the recruitment process, without any form of discrimination based on any of the protected class. Our dedication to promoting diversity and inclusivity remains unwavering, and we take immense pride in cultivating a workplace culture that values and celebrates differences. Our efforts towards creating an environment that is free from prejudice and discrimination are an integral part of our organizational philosophy, and we stand committed to upholding these principles.