IT Service Delivery Lead

The IT Operations Support Analyst supports operational technologies, manages user accounts, and leads IT initiatives (remotely) for our KS facility. This role provides frontline end user support and works closely with the Systems Administrator to ensure cohesive infrastructure operations.

This role requires being on-site at our Winchester, VA facility and the ability to drive between locations as needed.

Essential Duties & Responsibilities:

• Serve as the senior technical escalation point for the helpdesk team, resolving complex Tier 2/3 incidents across Monoflo's Winchester HQ, Stonewall Industrial Park, and Ezra Lane logistics facility.
• Triage, prioritize, and work tickets in the Kaseya queue; ensure SLA response and resolution targets are met and communicate status clearly to affected users and the IT Manager; ensure transparency of metrics and key performance indicators.
• Guide and mentor junior helpdesk technicians day-to-day, providing technical direction, on-the-job coaching, and quality review of resolved tickets.
• Enhance, follow and help enforce established incident, problem, and change management procedures; flag process gaps or recurring issues to the IT Manager with recommended fixes.
• Maintain and contribute to the team knowledge base, documenting solutions, runbooks, and step-by-step guides for common issues and recurring requests.

End-User Support & Customer Service:

• Deliver direct Tier 1/2/3 desktop, application, and hardware support to Monoflo employees across production floor, warehouse, logistics, and office environments.
• Provide outstanding customer service to users at all levels - from production line workers to department managers - with patience, clarity, and follow-through.
• Manage hardware and software provisioning, imaging, and onboarding/offboarding processes for new and departing employees.
• Support mobile devices, printers, scanners, and peripherals across all Monoflo facilities; coordinate repair or replacement as needed.

Manufacturing Technology Support:

• Provide hands-on IT support for Monoflo's industrial PCs and HMIs.
• Support technology across automated warehousing and logistics operations at the Ezra Lane facility, including barcode/RFID scanning, conveyor control interfaces, and WMS workstations.
• Coordinate with operations, maintenance, and engineering staff to troubleshoot and resolve technology issues on the production floor with minimal downtime.
• Execute patching, imaging, and device lifecycle tasks for ruggedized and production-floor endpoints within approved maintenance windows and in coordination with shift supervisors.

Network & Infrastructure Support:

• Perform hands-on administration of Cisco Meraki appliances - MX security, MS switching, and MR wireless - across Baker Lane HQ, Stonewall Industrial Park, and the Ezra Lane logistics facility; provide remote network and infrastructure support for the Ottawa, Kansas facility via Meraki dashboard and RMM tooling.
• Administer Microsoft Windows Server environments including Active Directory user/group management, Group Policy, DNS/DHCP, and routine patching across all Monoflo sites.
• Assist with network documentation tasks including maintaining VLAN records, IP address management, and site topology diagrams as directed by the IT Manager.
• Monitor system health, respond to alerts, and perform routine maintenance on servers, network gear, and UPS/power infrastructure at Monoflo facilities.

Managed Services Tooling (Kaseya One Suite):

• Utilize the Kaseya One platform - including VSA for RMM and IT Glue for documentation - as the primary toolset for daily support operations, remote management, and asset tracking.
• Execute and monitor automated patch management, remote monitoring policies, and scripted tasks within Kaseya VSA; report anomalies or failures to the IT Manager.
• Maintain accurate asset records, configurations, and documentation in IT Glue for all Monoflo-managed devices and infrastructure components.
• Contribute to automation and script improvement efforts within Kaseya VSA to reduce manual, repetitive support tasks.

Cross-Function Coordination & Projects:

• Act as the IT point of contact for day-to-day technology requests from Production, Operations, Logistics (MLS), HR, Finance, Sales, and Accounting - escalating issues or policy decisions to the IT Manager as appropriate.
• Deliver remote IT support for Monoflo's Ottawa, Kansas facility using RMM tooling, remote desktop, and phone/video assistance; coordinate on-site resolution through local contacts or third-party vendors when remote remediation is not feasible.
• Assist with vendor coordination for hardware repairs, ISP issues, and software support cases; track ticket status and communicate updates to the IT Manager and affected stakeholders.
• Support IT project execution tasks as assigned by the IT Manager - including new facility deployments, equipment refreshes, and system rollouts - ensuring on-time and on-quality delivery.
• Assist with onboarding and offboarding workflows, ensuring accounts, devices, and access are provisioned and deprovisioned accurately and promptly.

Required Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and hands-on experience.
• 3+ years of progressive IT support experience, with at least 1 year in a senior technician, lead, or Tier 2/3 helpdesk role.
• Working knowledge of the Kaseya One Suite or comparable RMM/ITSM tooling (VSA, IT Glue, or equivalent).
• Hands-on experience with Cisco Meraki appliances - MX, MS, and MR - including basic configuration, troubleshooting, and multi-site support.
• Solid Microsoft Windows administration skills: Active Directory, Group Policy, Windows 10/11, Windows Server 2016/2019/2022, DNS/DHCP basics.
• Demonstrated helpdesk or desktop support experience serving a diverse user base; ability to deliver calm, clear, patient support to non-technical users on a production floor.
• Experience supporting technology in a manufacturing, warehouse, or industrial operations environment preferred.
• Strong customer service instincts with excellent verbal and written communication skills.
• Ability to work across multiple shifts and facilities; flexibility for occasional after-hours response during critical incidents or maintenance windows.

Preferred Qualifications:

• ITIL v4 Foundation certification or equivalent service management training.
• Cisco certifications (CCNA, Meraki Solution Specialist) or equivalent networking credentials.
• Microsoft certifications (MD-102 / Modern Desktop Administrator, or equivalent).
• Experience with Microsoft 365, Entra ID / Azure AD, Intune MDM, and SharePoint administration.
• Experience supporting DelmiaWorks (EnterpriseIQ) ERP - including user account management, client troubleshooting, printing/reporting issues, and coordination with the application team or vendor support - is a significant plus.
• Familiarity with Scale Computing HC3 or HyperCore virtualization - including VM management, cluster health monitoring, and basic storage/compute administration - is beneficial.
• Exposure to automated or robotic production systems - industrial PCs, HMIs, barcode/RFID hardware, or conveyor control infrastructure.
• CompTIA A+, Network+, or Security+ certification a plus.

Technical Competency Profile:

Kaseya One / VSA

Cisco Meraki

Windows Server

Active Directory / GPO

Tier 2/3 Helpdesk

IT Glue Documentation

Manufacturing IT Support

SLA Adherence

Network Troubleshooting

M365 / Entra ID

Endpoint Management

Imaging & Deployment

Scale Computing HC3

DelmiaWorks ERP

Customer Service

Barcode / RFID Support

Team Mentoring

IT Documentation

Comprehensive Benefits & Perks:

Technical Troubleshooting

Diagnoses and resolves complex Tier 2/3 issues efficiently and thoroughly.

Customer Service

Delivers patient, clear, and empathetic support to users at all levels.

Team Mentorship

Shares knowledge with junior technicians and raises the teams overall skill level.

Attention to Detail

Documents work accurately; follows processes consistently and completely.

Adaptability

Stays composed and effective across shifts, facilities, and fast-changing priorities.

Accountability

Owns tickets and tasks through resolution; communicates status proactively.

Work Environment & Physical Requirements:

• Role is primarily on-site at Monoflo's Winchester, Virginia facilities; regular presence at Baker Lane HQ, Stonewall Industrial Park, and the Ezra Lane logistics facility is expected. Remote support is provided for the Ottawa, Kansas facility.
• Work environment includes active injection molding production floors with exposure to machinery, noise, heat, and plastic resin odors; appropriate PPE will be required in all production areas.
• Must be able to safely use common hand tools (screwdrivers, pliers, crimpers, cable strippers) and power tools (drills, impact drivers) in the installation, mounting, and maintenance of IT equipment and cabling infrastructure.
• Training will be provided in the safe operation of scissor lifts and boom/cherry picker equipment; candidate must be willing and medically able to work at elevated heights to install, troubleshoot, or maintain IT-related equipment such as access points, cameras, and overhead cabling.
• Occasional after-hours or weekend availability required for critical incident response, maintenance windows, shift-change support, or facility cutover activities.
• Ability to lift and rack IT equipment up to 50 lbs.; ability to stand, walk, kneel, and work in a warehouse or production environment for extended periods.

Comprehensive Benefits & Perks:

• Financial Wellness: 401(k) retirement plan with company match and annual/quarterly bonus opportunities.
• Health Coverage: Medical, dental, and vision insurance.
• Security: Short-term and long-term disability insurance.
• Optional Extras: Employee-paid voluntary life insurance and supplemental benefits.
• Time Off: Competitive PTO, paid holidays, and a company-paid Christmas shutdown.
• Unique Perks: •Raffles for concerts, sports, and entertainment tickets. •Locally sourced prize raffles. •Monthly happy hours to unwind and connect with the team.

Who we are:

Monoflo International Inc. stands as a prominent provider of innovative and eco-friendly business-to-business reusable packaging solutions. Since our inception in 1973, weve remained a family-owned and operated enterprise, steadily advancing as a premier manufacturer of plastic, reusable transport packaging solutions. While our product range is diverse, our core focus remains unwavering: harnessing cutting-edge technology to produce top-tier products that facilitate seamless product transportation for our clients.

We empower our employees to steer their career trajectories, fostering an environment where dedication and excellence are duly recognized and rewarded with avenues for growth. While collaboration is central to our ethos, we emphasize individual accountability and ownership as fundamental drivers of success within our organization.

If youre seeking an opportunity to seize control of your daily responsibilities and projects while thriving in an environment where colleagues share a deep pride in their work, seize the moment and apply today!

Disclaimer: Monoflo International is an equal opportunity, drug-free employer.

This job description is not exhaustive and may be updated to reflect Monoflo International's organizational needs. All employees are expected to perform other duties as assigned