Manager, IT User Support

About the Organization Associates of Cape Cod, Inc. (ACC) Your Endotoxin Experts! Manufactures bacterial endotoxin and beta-glucan detection products. The Company offers enzymes, muco-polysaccharides, monoclonal antibodies and glyco-conjugates, endoglycosidases, and exo-glycosidases, as well as limulus amebocyte lysate products. ACC serves customers worldwide.

Description

Leads and directs the end user support function within the Information Technology department, developing scalable processes and driving long-term operational improvements in alignment with organizational policies and goals. Provides oversight of cybersecurity-related activities within the support function and serves a primary escalation point for critical incidents, including after-hours response to support the organization's global operations.

• Provide leadership and direction to the end user support team, moving beyond day-to-day issue resolution to build scalable, long-term support processes.
• Set priorities, goals, and performance expectations for end user support staff; monitor and manage performance.
• Ensure end user support staff meet performance expectations.
• Mentor and develop end user support staff to build a top-tier IT team.
• Set the tone for the IT organization, maintaining a high standard of customer service.
• Ensure the work environment is safe, secure, and healthy.
• Develop, implement, and maintain standardized processes and procedures to improve service delivery and operational efficiency across the support function.
• Develop, implement and maintain company-wide policies and standards regarding end-user hardware and software.
• Drive continuous improvement initiatives, identifying opportunities to increase efficiency, reduce resolution times, and enhance the overall end user experience.
• Evaluate new technologies, methodologies, and end user support trends, recommending adoption where appropriate.
• Oversee the Information Technology Work Order Ticketing system including monitoring performance metrics.
• Manage the end-user IT equipment lifecycle such as acquisition, maintenance, and deployment.
• Ensures accurate inventory records of hardware and software, as well as records on repair, installation, and removal of equipment in the asset management solution.
• Leads the creation of IT training materials for end-users.
• Lead and participate in IT end-user related projects and tasks.
• Provide oversight of cybersecurity-related activities within the support function, partnering with IT Security to strengthen practices and reduce organizational risk.
• Ensure regulatory and security compliance with end-user services and equipment.
• Serve as a primary escalation point for critical incidents, ensuring timely and effective resolution.
• Provide leadership / support coverage and availability during off-hours, as needed, to support the organization's global operations.
• This position requires regular travel between East Falmouth, MA and Mansfield, MA facilities, with occasional international travel as needed.
• Perform other related duties as assigned.

• Demonstrated ability to lead, develop, and mentor a technical support team.
• Ability to lead process improvement and operational efficiency initiatives from concept through implementation.
• Ability to serve as an escalation point for critical incidents, including availability during off-hours as needed
• Effective team building and motivational skills.
• Reliable, with high integrity and strong work ethic.
• Ability to work as part of a team.
• Professional appearance and attitude.
• Ability to maintain confidentiality.
• Good customer service skills.
• Ability to effectively communicate, both verbally and in writing.
• Ability to manage conflicting priorities and customer expectations.
• Accuracy and detail oriented.
• Proactive organizational skills.
• Ability to use good judgment, initiative and be accountable in making decisions in accordance with established guidelines.
• Effective analytical skills and problem-solving capability.
• Strong time management skills, with ability to manage workload efficiently, including planning, organizing and providing status on a variety of tasks, assignments, projects and reports.
• Strong knowledge of desktop/mobile systems and the full support lifecycle; including design, installation, configuration, deployment, and ongoing management.
• Strong knowledge of operating systems, including modern Microsoft operating systems, along with business applications and productivity software such as…