As an IT Support Manager, you are a key to continued growth and success of Airlite. The role is responsible for the leadership, development, and performance of end-user support teams while ensuring technology services deliver a reliable, secure, and high-quality user experience. This role provides people-first leadership in accordance with the Airlite Way, fostering accountability, continuous improvement, and collaboration across the organization.This position focuses exclusively on IT support operations, service delivery, workforce enablement, including the oversight of help desk functions, end-user devices, asset inventory, workplace technologies, and standardization support processes. The role also evaluates and responsibly adopts tools—such as AI-enabled service management and automation solutions—that improve support efficiency, responsiveness, and customer satisfaction.Leadership & Team Development (Airlite Way)Manage, lead, coach, and develop IT support professionals in alignment with Airlite Way principles, emphasizing trust, accountability, transparency, innovation, and continuous learning.Establish clear expectations, priorities, and performance goals for support teams; provide regular feedback, coaching, and development opportunities.Build a culture of ownership, service excellence, and proactive problem-solving across IT support functions.Promote collaboration with IT peers and business partners to ensure support services meet operational needs.Model adaptable leadership by encouraging open dialogue, learning from feedback, and embracing change.IT Support OperationsManage day-to-day IT support services, including help desk operations, end-user devices, inventory, workplace technology, and user-facing applications and tools.Ensure timely, consistent, and high-quality support for internal users and approved external stakeholders.Assess end-user hardware and software needs; recommend standardization, lifecycle management, and support process improvements aligned with service and cost objectives.Own and continuously improve IT support workflows, ticketing practices, escalation paths, asset management, and knowledge management to enhance productivity and user experience.Manage relationships with IT support vendors and service providers, ensuring performance meets SLAs, service expectations, and budget requirements.Evaluate, pilot, and support tools that enhance IT support delivery, including automation, AI-enabled service management, monitoring, and self-service solutions.Partner with IT leadership to identify secure, responsible, and value-driven support-related technology use cases aligned with governance standards.Ensure support teams are properly trained and enabled to adopt new tools and processes while maintaining service stability and consistency.Project & Process ManagementManage, lead and coordinate IT support initiatives across business units, help desk teams, and vendors.Plan and oversee support-focused initiatives such as device refreshes, software deployments, onboarding and offboarding events, and IT process changes.Translate IT help desk management trends and user feedback into actionable improvements for service quality and customer satisfaction.Ensure support-related projects are delivered on time, within scope, and aligned with service quality, cost controls, and operational goals.Define, implement, and continuously improve IT support policies, procedures, standards, and SLAs to drive consistency and measurable performance.Qualifications, Knowledge, Skills, and Abilities Required:Strong people-leadership skills with the ability to coach, influence, and develop support teams.Deep understanding of IT support operations, service delivery models, and customer experience principles.Curiosity and openness to modern IT support practices, including automation and AI-enabled service tools.Ability to solve complex service and operational problems using critical thinking and sound judgment.Excellent organizational, communication, and stakeholder engagement skills.Collaborative leadership style with the ability to build partnerships and drive change.High ethical standards and strict confidentiality with sensitive information.Ability to manage multiple priorities in a fast-paced support environment.Supervisory Responsibilities:Responsible for the overall direction, coordination, and evaluation of direct reports in IT support roles. Carries out managerial responsibilities in accordance with company policies and applicable laws, including hiring, training, work planning, performance management, employee development, and conflict resolution.Education/Experience/Certifications:Bachelor's Degree or equivalent combination of education and experience.Minimum of 5 years of experience leading IT support or service delivery teams.Experience with IT service management practices, help desk operations, and end-user support environments.Experience supporting the adoption of help desk management tools, automation, or emerging support technologies preferred.#J-18808-Ljbffr
Airlite Plastics is a privately held, family owned company which has been located in Omaha, Nebraska for more than 50 years. Our product lines include containers and lids for food packaging, drink cups and lids, as well as polystyrene coolers, insulated concrete form (ICF) building blocks, and other custom plastic products. We are proud of our history and our commitment to the timeless values of providing exceptional customer service, consistently delivering the highest quality products, collaborating with a team of experts to provide dynamic customer solutions and retaining a highly-skilled staff of approximately 650 employees. Each year, our two state-of-the-art Omaha manufacturing and warehouse facilities, totaling more than one-half million square feet of production and storage area, will produce approximately 1.5 billion molded units, including both stock and custom-designed packaging decorate over 1 billion units with in-mold labeling, shrink sleeves, pressure sensitive labeling or offset printing process approximately 60 million pounds of plastic. We don’t just talk about innovation, we weave it through everything we do. Airlite Plastics was the first to develop the four-level stack mold commercializes creative, award-winning stock in-mold labeled packages that allow our customers access to new designs at economical entry costs applies new technologies to develop new molds and molding processes remains a trendsetter in developing new and customized approaches to molding plastic packaging We’ve worked hard to remain a leader in our industry, ensuring each customer receives the highest quality products and service available. When we see retail stores lined with brands packaged in our products, we know we’re making a difference in the market.