Manager, IT Support

Description

Airlite Plastics is a premier, privately held, family-owned manufacturer headquartered in Omaha, Nebraska. Our family style and personal culture is what makes Airlite an amazing place to grow and build a successful career. Airlite's company values of unquestionable integrity and respect and appreciation for each other are at the core of our success! These values set a strong foundation to build on where we can 'wow' our customers with innovative products and sustainable solutions, and continuously improve our processes and efficiencies.

Our product lines include rigid plastic containers and lids for food packaging and cosmetics, dry powder scoops, plastic drink cups, shipping containers, industrial strength insulated concrete forms (ICF) and sustainable permeable paving systems. As pioneers in our industry, focused on sustainable solutions, we strive to provide our customers with top-notch service and quality, which aligns with our award-winning products.

How would you contribute?

This role is a contributing member of our Airlite - Omaha team, located in Omaha, NE. As a Manager, IT Support you are a key to continued growth and success of Airlite. The Manager, IT Support is responsible for the leadership, development, and performance of end-user support teams while ensuring technology services deliver a reliable, secure, and high-quality user experience. This role provides people-first leadership in accordance with the Airlite Way, fostering accountability, continuous improvement, and collaboration across the organization.

• This position focuses exclusively on IT support operations, service delivery, workforce enablement, including the oversight of help desk functions, end-user devices, asset inventory, workplace technologies, and standardization support processes. The role also evaluates and responsibly adopts tools-such as AI-enabled service management and automation solutions-that improve support efficiency, responsiveness, and customer satisfaction.
• Essential Duties:
  • Leadership & Team Development (Airlite Way)
  • Manage, lead, coach, and develop IT support professionals in alignment with Airlite Way principles, emphasizing trust, accountability, transparency, innovation, and continuous learning.
  • Establish clear expectations, priorities, and performance goals for support teams; provide regular feedback, coaching, and development opportunities.
  • Build a culture of ownership, service excellence, and proactive problem-solving across IT support functions.
  • Promote collaboration with IT peers and business partners to ensure support services meet operational needs.
  • Model adaptable leadership by encouraging open dialogue, learning from feedback, and embracing change.
  IT Support Operations
  • Manage day-to-day IT support services, including help desk operations, end-user devices, inventory, workplace technology, and user-facing applications and tools.
  • Ensure timely, consistent, and high-quality support for internal users and approved external stakeholders.
  • Assess end-user hardware and software needs; recommend standardization, lifecycle management, and support process improvements aligned with service and cost objectives.
  • Own and continuously improve IT support workflows, ticketing practices, escalation paths, asset management, and knowledge management to enhance productivity and user experience.
  • Manage relationships with IT support vendors and service providers, ensuring performance meets SLAs, service expectations, and budget requirements.
  Service Enablement & Technology Adoption
  • Evaluate, pilot, and support tools that enhance IT support delivery, including automation, AI-enabled service management, monitoring, and self-service solutions.
  • Partner with IT leadership to identify secure, responsible, and value-driven support-related technology use cases aligned with governance standards.
  • Ensure support teams are properly trained and enabled to adopt new tools and processes while maintaining service stability and consistency.
  Project & Process Management
  • Manage, lead and coordinate IT support initiatives across business units, help desk teams, and vendors.
  • Plan and oversee support-focused initiatives such as device…