Manager, IT Customer Support

Brewer Science, Inc.

We are 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 a Manager, IT Customer Support in Rolla, MO.

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.

• 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, advanced 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.

• 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.

• 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, 401(k), and bonus plans
• Educational assistance & employee assistance program

Equal Employment Opportunity - M/F/Disability/Veterans