IT Support Manager

Job Details

Job Location:

Petoskey Plant - Petoskey, MI 49770

Position Type:
Full Time

Job Shift: Day

Petoskey Plastics strives to be an industry leader in sustainability, using advanced recycling technology to manufacture high‑quality films, bags, and resins from post‑consumer materials. The company values career growth, family orientation, and offers robust paid training.

Headquartered in Petoskey, the company serves a variety of industries including automotive, industrial, institutional, retail, construction, home improvement, medical, and more.

• Medical, Prescription, Dental, and Vision benefits valued at $4/hr over base pay
• PTO
• Petoskey Plastics contributes 3% of your annual earnings into your 401(k) regardless of your contribution
• Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement up to $400 annually
• Life Insurance
• Short‑ and Long‑Term Disability

• Work with the IT Systems Administrator to oversee administration, maintenance, and upgrades of company IT systems, including servers, desktops, printers, network devices, and VOIP systems.
• Work with the IT Security Administrator to plan, implement, and maintain network security measures (firewalls, VPNs, host security, file permissions) and manage user access.
• Maintain company assets responsibly and ensure data confidentiality.
• Manage escalated support issues, monitor help desk performance, and report service metrics.
• Manage IT Support Specialists, providing training and coaching for timely task completion; assist with onboarding/offboarding of employees (account setup, equipment, etc.).
• Stay current with IT trends and best practices to enhance support services; maintain knowledge base articles and support documentation.
• Provide technical assistance during business hours and critical periods as needed.
• Perform additional tasks as assigned by management.

• 5+ years of experience in IT service desk, end‑user support, desktop support, systems administration, NOC, manufacturing IT, or related IT operations.
• 2+ years leading, supervising, coaching, or managing technical support staff.
• Strong understanding of ticketing, escalation management, SLA management, incident management, shift handoffs, and customer service best practices.
• Experience supporting business‑critical systems and users where downtime or delays can affect operations or customer commitments.
• Experience with IT service management or ticketing platforms such as Service Now, Jira Service Management, Team Dynamix, Zendesk, or similar tools.
• Clear communication skills, sound judgment, and the ability to lead through urgency in a 24x7, multi‑shift environment.

• Experience supporting multi‑site manufacturing, warehouse, logistics, or 24x7 operational environments.
• Familiarity with ITIL or other service management frameworks.
• Knowledge of Microsoft 365, Active Directory, Entra , Windows endpoints, mobile device management, networking fundamentals, monitoring tools, or Microsoft Azure.
• Experience supporting ERP, MES, warehouse, label printing, production reporting, timekeeping, quality, or other plant‑facing systems.
• Experience developing dashboards, KPIs, runbooks, training programs, or service improvement roadmaps.

• Regular and reliable attendance
• Standing, sitting, walking
• Lifting/carrying up to 30 pounds
• Ability to work in hot and cold environments
• Reading, writing
• Problem solving
• Decision making
• Concentration