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IT Services Support Supervisory at BrassCraft Manufacturing

IT Services Support Supervisory

BrassCraft Manufacturing Novi, MI Full-Time
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Job Description

POSITION SUMMARY:

The IT Location Services Support Supervisor will be involved in the daily supervision of IT operations across both our home office and plant locations. They will be responsible for the development and management of standard company procedures and best practices, as well the resolution of hardware and software issues across user equipment and company systems.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

  • Supervise the Location Services Support Team which is made up of network/desktop support analysts and administrators across various locations.
  • Maintain and grow our culture of providing strong service and support.
  • Responsible for site setup, user training, desktop, server administration, moves, monitoring, troubleshooting hardware/software issues, installations, maintenance/support and documentation.
  • Analyze support requests and make recommendations for changes in process, training, software, etc.
  • Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience and establishing best practices.
  • Ensures all issues are accurately assigned, and appropriate corrective actions and/or escalations are in place to facilitate resolution.  Escalates issues to IT Management team as needed to ensure timely customer satisfaction.
  • Provides status reports and metrics of location in relation to help desk tickets/trends, projects, service levels and other team activities
  • Maintains and reviews   documentation and checklists to ensure high quality of service thus maximizing efficiency and effectiveness.
  • Stay up to date on current IT Service trends and best practices
  • Assists with IT planning, procurement, expense approvals.
  • Expected to work closely across all IT disciplines for problem resolution.
  • Required to respond to after-hours/emergency support request as needed.
  • Liaison to Masco (parent company) IT Support team to support and troubleshoot enterprise-wide systems.
  • Manage maintenance and inventory of company hardware, inclusive computers, software licensing, and meeting room IT functionality.
  • Involved in various IT Security management activities (ex. MFA, Encryption, Endpoint analysis/management/reporting)

MINIMUM QUALIFICATIONS:

  • Bachelor Science in the Information Systems or Business Administration with an IT specialization; or related work experience
  • Minimum 5 years’ experience
  • Strong technical background in Desktop OS’s, Networking and Virtual Environments.
  • Thorough understanding of ITIL and ITSM best practices.
  • Knowledge of networking protocols including:
    • VPN
    • Routing
    • TCP/IP
    • Firewalls
    • VoIP
    • Network Analysis tools
  • Familiarity with Active Directory administration and hardware imaging processes.

PREFERRED QUALIFICATIONS:

  • Proven supervisory work experience in IT Service Management (ITSM)
  • Experience with ServiceNow or similar ITSM system.

COMPETENCIES:

  • Proficient in hardware and software lifecycle practices.
  • Proven analytical and problem-solving abilities.
  • Customer-service orientation; the ability to respond quickly and effectively to user needs.
  • Outstanding organizational skills; ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Experience working both independently as well as in a team-oriented, collaborative environment.
  • Able to interpret problems and present clear, actionable solutions to people across a range of departments.

ABOUT US

Brasscraft Manufacturing Company is a leading manufacturer and distributor of high-quality water and gas flow control products, plumbing service and repair parts, and drain cleaning and plumbing hand tools for the new construction and repair/remodel markets. Headquartered in Novi, Michigan, Brasscraft supports a wide array of channel partners including wholesalers, retailers and specialty dealers, who serve residential and commercial markets across the Americas. Brasscraft has set the plumbing standard for 70 years, with industry leading brands including BrassCraft®, Plumbshop®, and Cobra®.

Brasscraft (the “Company”) is an equal opportunity employer, and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Brasscraft is an E-Verify employer.



Company

BrassCraft Manufacturing Company



Shift



Full or Part Time

Full time

Masco Corporation (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: [ Link removed ] - Click here to apply to IT Services Support Supervisory
E-verify Right to Work Poster: [ Link removed ] - Click here to apply to IT Services Support Supervisory, [ Link removed ] - Click here to apply to IT Services Support Supervisory

#LI-DNI 

#CB
 

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