Regional IT Site Support Team Lead - AMER East

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

Job Title:

Regional IT Site Support Team Lead - AMER East Reporting To:

Manager, Global IT Service Desk and Site Support - AMER

Work Schedule:

Onsite – Blacksburg, VAA team in our Corporate Group is looking for a Regional IT Site Support Team Lead (East) to join them. You will report to the Global IT Service Desk and Site Support Manager and will have an on-site, 1st shift work schedule in Blacksburg, Virginia. To be considered for the Regional IT Site Support Tech Lead role, here's what you'll typically need to bring with you:  Bachelor Degree in Computer Science or Management Information Systems with at least 5 years of relevant experience in a technology role and at least one year as a people leader.

In lieu of a degree, will consider at least 8 years of experience, including experience leading a team. Familiarity with IT Service Management principles, with a strong preference for ITIL v4 certifications.   As a Regional IT Site Support Technician Lead, you will:

Oversee all onsite IT support activities for your designated geographic region, supervising a team of IT professionals who are located at various facilities. Assign work to the IT Support Tech based on locale, skillset, etc.  Establish, document, and revise standard operating procedures for the team. Serve as key escalation point for technology support issues for site support technicians and site leadership within the region.

Work with IT Resolver Teams and IT Operations Partners to prioritize the work of the support teams in their reporting line. Join Major Incident Management calls to represent the team as needed. Promote and maintain high standards of customer service utilizing excellent oral and written communication skills and customer service skills. Work with leaders, business partners, and other stakeholders to identify resourcing and support needs for our end users and align staff and prioritization of work to those requirements.

Understand technology needs of sites within the designated region, and support efforts to implement new solutions to meet those needs, including ensuring hardware and software standards are adhered to within the operational environment of the endpoint computing landscape Lead, coach, and mentor team members from different disciplines, cultures, and backgrounds with varying degrees of experience and regions through development opportunities, as well as complete timecard approvals, performance management to key metrics, scheduling, and travel arrangements.

Develop, implement, and monitor policies and controls to ensure high quality end user support, data accuracy, security, legal, and regulatory compliance. Evangelize the adoption of IT service management practices, helping the team learn about these practices, and implement them to deliver value to our stakeholders.  Identify, prioritize, and implement continual improvement opportunities, collaborating with other teams as needed to improve our overall IT service delivery capabilities.

Travel to sites, both domestic and internationally, to meet with the business and technician as needed. Work in a constantly changing environment and may work extended hours and weekends if needed. How We Care For You:

Financial Rewards: great compensation package, bonus opportunities, matching 401k, and the ability to participate in Employee Stock Purchase Plan (select locations), Flexible Spending and Health Savings Accounts…