Plant IT Service Desk Supervisor

Work Authorization Requirement

Applicants must be authorized to work in the United States on a permanent basis. We are unable to offer visa sponsorship at this time.

• Serve as the primary escalation point for plant IT issues & projects — taking tickets, not just reviewing them and not just delegating work.
• Troubleshoot and resolve hardware, software, network, and AV issues end‑to‑end.
• Deploy, image, and configure Windows endpoints using Microsoft Intune.
• Manage hardware lifecycle including procurement coordination, deployment, and retrieval for plant employees.
• Maintain conference rooms, shared workstations, and production‑floor IT equipment.
• Provide hands‑on support for manufacturing systems, printers, barcode scanners, shared kiosks, and MFP devices.

• Supervise and mentor a team of Desktop technicians at the Warsaw plant.
• Set daily priorities, manage ticket queues in Jira Service Management, and ensure SLA adherence.
• Conduct regular 1:1s, provide coaching, and support career development for your team.
• Own shift coverage and on‑call scheduling for plant IT support hours.
• Document technician performance and contribute to performance reviews.

• Maintain the Warsaw plant IT asset inventory — accurately tracked from procurement through disposition.
• Work with IT counterpart teams to manage local network closets, patch panels, switches, and Wi‑Fi access points in coordination with the network team.
• Respond to access requests and identity issues, working with corporate IT to resolve Entra  / Active Directory issues.
• Support onboarding and offboarding processes for plant employees, including hardware setup, account provisioning, and equipment retrieval.
• Ensure endpoint compliance and patching health through Ninja One RMM.
• Maintain accurate SOP documentation and runbooks in Confluence for plant‑specific IT procedures.

• Serve as the primary IT point of contact for plant operations, HR, and facilities leadership.
• Escalate complex issues to the IT Manager with clear, well‑documented context.
• Participate in plant leadership meetings to surface IT risks and upcoming needs.
• Coordinate with corporate IT on infrastructure projects, rollouts, and policy changes affecting the plant.

• 5+ years of IT support experience, including at least 3+ years in a lead or supervisory capacity.
• Proven ability to stay hands‑on while managing a team — this role requires both.
• Strong Windows 11 troubleshooting and endpoint management skills.
• Experience with Microsoft 365 and Entra  / Azure Active Directory.
• Familiarity with endpoint management platforms (Intune, SCCM, or equivalent RMM tools).
• Experience with IT service management platforms — Jira Service Management.
• Solid networking fundamentals: DNS, DHCP, VLANs, Wi‑Fi, and basic switching.
• Strong communication skills — able to explain technical issues clearly to non‑technical stakeholders.
• Ability to critical think and make decisions in a fast‑paced environment.

• Critical on‑site presence (5 days a week), on‑call/after‑hours support as needed.
• Fast‑paced startup environment with hands‑on leadership required. Mix of office, shop floor, and supplier engagement.
• Must have the ability to lift up to 35 pounds.
• Must have the ability to stand, walk, and perform repetitive tasks for extended periods.

Base Pay Range (Annual): $62,871.00 - $94,306.00 USD.

Slate is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. Slate is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures.

If you need assistance or an accommodation due to a disability, you may contact us at slate‑o.