Manager, Global IT Tier II Support

Job Description

Manage and oversee Global IT Tier II Support operations to ensure stability, effectiveness, and continuous improvement. Develop and maintain support SLAs to guide decisions regarding necessary support improvements, evaluate team performance, and ensure critical services are supported effectively. Oversee the timely delivery of technical support service to internal clients on a global basis. This role involves possible additional support requirements such as 24 hour rotated on-call coverage.

Job Responsibilities & Requirements

Responsibilities

• Oversee Global ticket queues, manage escalations. Work as an escalation path and liaison between other IT functional groups, technical escalation teams and other business functions.
• Mentor the Global Tier II Support Team, with appropriate and constructive feedback thru leadership and coaching.
• Establish and manage vendor relationships
• Manage new hardware deployments, hardware installations, hosted applications, and software installations
• Provide technical support by responding to user-reported issues and proactively addressing global support service issues from a managerial standpoint
• Develop & maintain Infrastructure hardware and application standards
• Track ticketing statistics, team member KPIs, and service availability to inform support improvements
• Development and maintain documentation of best practices on related technical matters, including local area network diagrams and procedural documentation
• Other duties as assigned

Leadership Responsibilities:

• Responsible for the professional development of team members, play a key role to guide, coach, and provide constructive feedback to support team members to reach their full potential. Create a supportive and inclusive work environment that encourages collaboration, respect for diverse perspectives, and empower team members to excel in their roles.

Qualifications

• Bachelors Information Technology required or Bachelors Related Field
• 2+ Years leading an IT team, preferably in a global organization required
• 4+ Years Acting in a senior technical role in a Windows environment required
• Equivalent combination of experience and education which clearly indicates the ability to perform the essential functions of the position may substitute on a year for year basis
• Able to use Microsoft Office Applications

Soft Skills

• Skilled in managing challenging internal customer situations with professionalism.
• Effective communicator with the ability to present numerical data clearly and build positive team dynamics.
• Strong problem-solver with a track record of effective decision-making and goal-setting.

Additional Requirements

• 10% national/international travel for project related work

Physical Demands
This role is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform the duties of the role. This role may need to access areas within the building that are undergoing renovations which may contain jobsite hazards. Occasionally this role will required to push, pull, bend, lift and move up to 25 lbs.

MiTek is a platform innovator and enabler that exists to transform the building industry with better building solutions. In 1955, MiTek transformed residential construction with the invention of the Gang-Nail plate and a digital platform that provided an affordable and scalable way to manufacture wood trusses. Today, MiTek delivers software, services, engineered products, and automated solutions that enable the building industry to improve efficiencies by optimizing the balance between off-site and on-site. With nearly 5,600 team members worldwide, MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction to transform the way the industry designs, makes, and builds. As a Berkshire Hathaway (NYSE: BRK-A, NYSE: BRK-B) company since 2001, MiTek has a record of continuous growth and innovation.

MiTek is an E-Verify and Drug and Tobacco-Free Workplace.

We are an equal opportunity employer; and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, ethnicity, physical or mental disability, sex (including pregnancy, sexual orientation, gender identity or expression, or transgender status), age (40 and over), genetic information (including family medical history), veteran status, or any other protected characteristic.

For accommodation to assist with completing this application, please contact Human Resources at +1 314-434-1200.

www.mii.com