Manager, IT Customer Support

Manager, It Customer Support

Brewer Science, Inc. is a major innovator of high-technology solutions for the semiconductor/microelectronics markets. We are currently seeking a purpose-driven candidate with an ownership mentality to fill an open position as Manager, IT Customer Support. This position will be located in Rolla, MO.

Summary:

The Manager, IT Customer Support, is responsible for overseeing the daily operations of the customer support team and the IT Help Desk team, focusing on end-point services, infrastructure support, and help desk functions. This role ensures that IT support services are delivered efficiently and meet organizational standards for quality and performance.

Responsibilities:

• Supervise and lead the customer support team, including help desk/end-point support technicians. Provide guidance, training, and performance evaluations.
• Oversee the help desk function to ensure timely and effective resolution of user issues, including ticket management, escalation procedures, and customer communication.
• Manage end-point support activities, including the setup, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripherals.
• Coordinate infrastructure team to address issues related to network connectivity, server access, and other IT infrastructure components impacting end users.
• Ensure efficient handling of IT incidents and service requests, adhering to established SLAs and ensuring high levels of customer satisfaction.
• Develop and maintain performance metrics and reports to track support team performance, identify trends, and drive continuous improvement.
• Implement best practices and process improvements to enhance the efficiency and effectiveness of customer support operations.
• Serve as a point of contact for escalated issues, communicating effectively with end users and other stakeholders to resolve complex problems.
• Leverage service desk tools to define reports, advance views/queries, forms/workflow updates, escalation paths, etc. that reveal trends, resource needs, opportunities, and efficiencies.
• Collaborate to build out scalable tools for auto-deploying, managing, and securing endpoints.
• Engage in partnership meetings with business unit leaders to ensure customer support and gauge effectiveness and responsiveness.

Education & Credentials:

• Bachelor's degree in information technology, computer science, or a related field and 6+ years related experience or
• An equivalent combination of education and experience.

Benefits At Brewer Science, we are a Top Workplace, Certified Employee-Owned, Certified B Corp™, and Green Circle Certified Zero Waste to Landfill. By joining Brewer Science, you will be eligible to receive benefits including:

• Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
• Paid leave, including community service leave, wellness breaks, and other special leave
• Employee stock ownership, 401k, and bonus plans
• Educational assistance & employee assistance program