Mgr Mfg IT Delivery

JOB REQUIREMENTS: Description Service Desk Operations & Technical Support Manage the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed service levels (SLAs). Monitor and manage the ticket queue and resource scheduling to ensure adequate coverage and balanced workload across the team. Provide second level technical support to employees and contractors in all STI businesses, making it a priority to ensure customer service that is timely and accurate. Serve as the primary escalation point for complex technical issues; troubleshoot and identify solutions to solve PC/Network problems quickly and accurately, escalating to other IT teams or vendors when appropriate. Responsible for leading help desk related projects. This includes developing a plan, working with the management team to implement the plan, and then troubleshooting issues and concerns as they arise. Administer, maintain, and optimize the service desk software (ITSM platform), ensuring it is configured and used effectively for ticket handling, reporting, and asset tracking. Develop and maintain knowledge base articles, standard operating procedures, and self-service content to improve first contact resolution and deflect repeat tickets. Actively listen and ask questions to better understand the issue that the end user is experiencing. Actively participate, support other IT team members, and contribute as a professional of the IT Team. Analyze and perform advanced maintenance and repairs of personal computer hardware, software, and peripherals for enterprise customers, including remote users and sites. Make configuration changes as necessary and coordinate with vendors for warranty repairs and replacements. Answer end user questions; contribute to user announcements, instructions, and FAQ documents. Other tasks as assigned by the... For full info follow application link. Stoughton Trailers is an EEO/Affirmative Action Employer Stoughton Trailers provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Stoughton Trailers complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Stoughton Trailers expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Stoughton Trailers employees to perform their job duties may result in discipline up to and including discharge. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/8BDF0A9224F546DE