Manager, IT Technical Support

Manager, Plant It Services

At Slate, we're building safe, reliable vehicles that people can afford, personalize and love—and doing it here in the USA as part of our commitment to reindustrialization. The spirit of DIY and customization runs throughout every element of a Slate, because people should have control over how their trucks look, feel, and represent them.

We are seeking an experienced Manager, Plant IT Services to lead end-user technology support across our Warsaw, Indiana manufacturing facility and adjoining office operations. This is a manager-level role accountable for the performance, reliability, and continuous improvement of site IT support services. The Manager will lead and develop the support team, establish service standards and performance expectations, manage escalations, oversee technology assets and vendors, and ensure employees have the technology, access, and support required to remain productive.

The manufacturing environment adds responsibilities beyond a traditional corporate service desk. Downtime on a production line can have immediate operational and financial impact, so this role partners closely with Manufacturing Engineering, Operations, Automation, and OT stakeholders to support plant-floor technology, production systems, industrial devices, and the IT infrastructure that connects them while maintaining corporate security and technology standards.

The successful candidate will be technically credible and willing to engage in critical escalations when needed while maintaining primary accountability for team leadership, service delivery, operational performance, planning, and continuous improvement.

• Lead, coach, and develop a team of IT support technicians supporting both plant and office users; set clear performance expectations and conduct regular one-on-ones and reviews.
• Build and manage support coverage schedules that align to production shifts, including an on-call rotation for after-hours and weekend manufacturing operations.
• Lead critical escalations and site-level IT incidents while maintaining primary accountability for team leadership, service delivery, and operational performance.
• Recruit, onboard, and train new team members; identify skill gaps and build development plans that grow the team's capability.
• Own the site's IT service desk: ticket intake, triage, prioritization, escalation, and resolution against defined service level targets.
• Define and enforce prioritization rules that correctly weight production-impacting incidents above routine office requests.
• Track and report on support metrics — ticket volume, first-contact resolution, time to resolve, backlog, recurring issue themes — and use them to drive improvement.
• Lead incident response for site-level IT outages: coordinate communication, drive resolution, and complete root cause analysis and corrective actions.
• Develop and maintain documentation, runbooks, and a knowledge base that enable both the team and end users to self-serve.
• Support shop-floor computing: industrial PCs and HMIs, ruggedized tablets, handheld and fixed barcode scanners, label printers, time clocks, kiosks, and production display boards.
• Partner with controls, automation, and manufacturing engineering teams at the IT/OT boundary — supporting network segmentation, device connectivity, and safe patching practices for plant systems.
• Partner with teams to support IT readiness for new production lines, equipment installs, and device provisioning.
• Manage the endpoint lifecycle for laptops, desktops, mobile devices, and peripherals: imaging, deployment, refresh, asset tracking, and secure disposal.
• Administer end-user identity and access — accounts, groups, permissions, MFA — and execute onboarding and…