Supervisor, IT Service Delivery

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

We focus on our customers' success

We create better solutions

We create success together

We always interact with others respectfully

We are open and honest with one another

We do the right things and do things right

The primary purpose of this position is to act as a technical hands‑on leader for delivering IT/desktop support at assigned Integer locations, by driving operational excellence and efficiencies. Responsible for delivering client services support by managing, coaching, evaluating and developing the site support technicians. The role is also responsible to act as a consultant and coordinate technical solutions for the business and be a point of contact for new requests and other IT project needs.

The position will work closely with Architecture and Engineering team members, as well as with external vendors and service providers, to ensure integration and consistency across areas of functional responsibility. This position will coordinate specific areas of technical and project responsibility and will interface with other members of Integer's Technology Services team to ensure continuity of service that meets ongoing business needs.

• Adheres to Integer's Values and all safety, environmental, security and quality requirements including, but not limited to:
  Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.
• Provides leadership for the respective IT Client site support team to meet site requirements, organizational goals and customer expectations.
• Works closely with all roles within Technology Services to determine business technology, productivity, and process needs.
• Assists in the development and implementation of Technology Services objectives.
• Will act as a business liaison and IT coordinator for site technology projects and implementations.
• The position will manage the technical aspects of projects and changes depending on subject and need.
• Will act on information requests and coordination of IT responses related to site Quality or customer audits.
• The position will be a focal point for new site technology requirements and will either research and act directly on them or coordinate with other IT team members as needed.
• Performs analysis and feedback related to IT projects impacting the sites. Will assist with resource and cost estimates.
• Manages subordinates in a manner that fosters a self‑directed and collaborative team approach.
• Provides strong leadership and mentoring of client services staff in a manner that fosters continuous improvement while providing direction for day‑to‑day operations.
• Evaluates site needs and impacts for any proposed changes and raises risk awareness for proposed IT changes to ensure a positive overall user experience.
• Responsible for managing site PC related stock levels and coordinating provisioning of local PC related assets.
• Drives and coordinates the annual PC refresh process for assigned sites.
• Keeps up to date with advances in desktop and related IT technology to meet the businesses' strategic goals.
• Assists in the development of technology roadmaps and life cycles, partnering with site business, vendors and suppliers.
• Ensure comprehensive documentation exists for all implemented systems within assigned area of responsibility.
• Serves as a member of the incident, problem and change management team.
• Participate in IT's Architecture Review Board (ARB).
• Performs other duties as required.

• Minimum Education:
  
  Bachelor's degree in Information Technology or related discipline, or with equivalent work experience.
• Minimum Experience:
  
  7+ years of related experience providing IT desktop support for a manufacturing environment in a multi‑site Microsoft Windows environment.