IT Support Manager

Wyman-Gordon: Wyman-Gordon is a worldwide supplier to the aerospace and industrial gas turbine markets. We hold quality accreditations for major airframe and engine manufacturers for civil and military applications. We manufacture rotating closed-die forgings and structural forgings for aerospace, nuclear, petrochemical, power generation, and space applications.

Location
:
Dillon, SC area (work primarily in the Dillon plant).

The successful candidate will provide both operational and administrative leadership for the user support teams, acting as the escalation point for advanced technical support issues. The IT Support Manager delivers exceptional customer engagement, service, and support for all customers, and leads planning and execution for regional technology projects including upgrades, rollouts, replacements, and improvements. The Manager leads the team as contributors and facilitators of manufacturing automation and business process initiatives within the region.

It supports senior IT leadership with planning, documentation, and operational reports. Daily responsibilities include managing the workload and productivity of local IT technicians, active management of user support, office technology, and incident resolution across eight plant locations in Texas, Ohio, Pennsylvania, Massachusetts, South Carolina, and New Jersey. Works closely with Cyber Security, Applications, and Infrastructure teams. The ideal candidate can manage a remote workforce and engage business stakeholders professionally.

A thoughtful and creative approach to developing team members and delivering strong results is essential. Occasional travel required.

• Lead in the Division IT organization in Houston, Texas.
• Serve as the primary business-facing leader and single point of contact for all IT support functions.
• Lead and develop IT support technicians.
• Document application requirements, technical specifications, use-cases, and workflow processes.
• Support and implement corporate and division data governance and master data initiatives.
• Enforce company compliance, safety, environmental, governmental policies, and regulations as applicable.
• Mentor and train junior technicians on user support, user engagement, and technical troubleshooting.
• Handle technical escalations from Help Desk and other technicians.
• Provide leadership on local IT projects in support of business operations.
• Collaborate with division and corporate technical teams including security, networking, infrastructure, and application teams to identify and troubleshoot complex issues, implement changes, and ensure user adoption.
• Provide specialized onsite and remote support for emergency activations and special events, and other assigned work.
• Participate in or lead projects including imaging and deploying endpoints, shop floor IT systems implementation, testing new endpoints, and documentation.
• Manage technical schedules for normal business hours and after-hours on-call support.
• Other duties as assigned.

• Strong knowledge of installing, modifying, and repairing computer hardware and software.
• Ability to diagnose and troubleshoot business technology.
• Familiarity with computer hardware, software, and phone systems.
• Documenting and assessing support engagements through service desk applications.
• Monitoring open Help Desk tickets, dispatches, and ensuring issues are addressed in a timely fashion.
• Providing and assisting with end user training as needed.
• Lead other IT professionals in support of complex problem resolution or project implementation.
• Good knowledge of Active Directory, Windows operating systems, user and server hardware, identity management, mobile device management, Windows Server administration, and creating procedural documentation.

• Workstation and service patching and deployments via SCCM.
• Solid technical writing and documentation skills.
• Familiarity with ITIL best practices, particularly within Service Now.
• SQL database administration.
• Familiarity with SOX and other compliance programs.
• Strong familiarity, coursework, or certification in cybersecurity.
• Understanding of…