Job Summary:

Highly motivated and experienced Client Service Manager to lead Help Desk support team at the affiliate level. This role is responsible for budget management, purchasing, compliance, incident reporting, and client service delivery. This person is process-driven leader with strong technical expertise, excellent communication skills, and a passion for standardization and automation. 

This position serves as the primary liaison between NAITS (North America IT Services) and the local affiliate, ensuring seamless IT operations, alignment with corporate policies, and continuous improvement in IT service management. 

Roles & Responsibilities:

Help Desk Operations & Outsourced Team Management Lead internal and outsourced helpdesk teams, ensuring timely resolution of IT tickets and incident management. Oversee the outsourced IT service providers, ensuring adherence to SLAs and performance metrics. Conduct regular performance reviews with outsourcing partners, providing feedback and driving improvements. Develop and enforce SOPs and standardized workflows for both internal and external IT support teams. Implement automation and process improvements to increase the efficiency of IT support operations. Act as an escalation point for high-priority technical issues requiring leadership intervention. IT Budget & Financial Management Oversee local IT budget, including forecasting, monitoring, reporting, evaluating, and approving expenditures.  Attend budget hearings and present IT financial status and forecasts to leadership.  Manage purchasing activities, including requisitions (reqs), purchase orders (POs), approvals, and receiving.  Ensure cost-effective IT procurement and compliance with corporate purchasing policies. IT Compliance & Audit Management  Ensure adherence to regulatory and compliance requirements (JSOX).  Prepare for and lead internal and external IT audits, ensuring documentation and processes are compliant.  Maintain an up-to-date IT risk management and compliance framework.  Reporting & Performance Monitoring  Generate and present monthly reports to executives on NAITS activities, incidents, and change management (CMs).  Provide weekly IT reports to plant management, keeping stakeholders informed of IT-related issues and improvements.  Monitor local Key Performance Indicators (KPIs) and implement process enhancements based on data insights  IT Service Management & User Support  Lead helpdesk operations to ensure timely resolution of IT tickets and incident management.  Ensure efficient ticket handling and escalation processes to meet SLAs.  Act as a liaison for executives, plant management, and corporate function leaders, fielding IT-related concerns.  Assist users who are unsure of IT contacts by directing their requests to the appropriate NAITS teams.  Oversee IT change management communications, ensuring that affiliate users are informed of upcoming updates, system changes, and scheduled outages.  IT Policy Standardization & Documentation  Verify, update, and align local IT policies and SOPs with NA standards.  Participate in NAITS-wide steering committees to standardize IT governance across affiliates.  Assist in hardware standardization efforts, ensuring alignment with corporate standards for PCs, scanners, printers, and other IT assets.  IT Coordination and Collaboration  Coordinate IT activities with the Infrastructure Team, IoT Team, and Manufacturing Operation Support.  Lead cross-functional meetings with Client Services, Infrastructure, and Enterprise Application teams to facilitate information exchange.  Serve as an active member of the Change Advisory Board (CAB), ensuring proper IT change management processes.  IT Leadership & Affiliate Representation  Attend local affiliate group meetings (e.g., HR, BP, Production) to represent NAITS and advocate for affiliate IT needs.  Champion the needs of the local affiliate to NAITS leadership and ensure reciprocal communication.  Market NAITS initiatives to affiliate users and stakeholders, promoting awareness and adoption of IT services.  Crisis Management & Risk Mitigation  Maintain and improve Crisis Management protocols, acting as the primary point of contact for IT-related incidents.  Ensure disaster recovery and business continuity plans are up to date and well-communicated.  IT Asset Management & Standardization  Drive digital asset standardization across all North American sites, ensuring consistency in IT infrastructure and management.  Lead project coordination efforts between NAITS and local affiliates, ensuring smooth implementation of IT initiatives. 

Required Qualifications: 

Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. 8+ years of experience in IT helpdesk management, IT service operations, or infrastructure coordination.  Experience in people management preferred.  Experience in manufacturing Help Desk Support, infrastructure support, or corporate IT services is preferred. 

Skills & Abilities: 

Strong knowledge of Windows 11, Microsoft 365, and Active Directory.  Familiar with ServiceNow ITSM Tool  Experience with SCCM for software deployment and system imaging.  Familiarity with VPN, VDI, RSA tokens, and remote access troubleshooting.  Hands-on experience with PC hardware installations and software upgrades.  Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP).  Excellent communication and stakeholder management skills, capable of working with executives, frontline employees, and IT teams.  Strong problem-solving abilities and the capacity to manage IT challenges under pressure.  Process improvement mindset, with the ability to standardize and automate IT workflows.  Experience in cross-functional collaboration, leading IT discussions across multiple departments.  Project management experience (PMP, ITIL, or Agile certifications are a plus).  Ability to work independently while also being a collaborative team player.  Project management experience (PMP, ITIL, or similar certification is a plus).  Experience with automation tools to streamline IT support tasks. 

Benefits Summary: 

Health, Dental, Vision, Prescription Drug plans  Life and Accidental Death & Dismemberment Insurance  Flexible Spending Account  Employee Assistance Program  401K with 4% company match  Bonus Program  Wellness Program  Onsite Fitness Center (vary by location) Tuition Reimbursement  Career Development and Ongoing Training  Paid holidays and vacation   Cafeteria and food markets (vary by location)  Volunteer opportunities  Employee recognition (employee and milestone events) 

 Annual Salary: $120,000-$150,000