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Description

Job # IT26001

Job Title IT Support Operations Specialist

Office Location Roanoke, VA preferred

Business Function/Department IT/Infrastructure

Sales Territory, if applicable N/A

General Role Description

Provide operational leadership for IT support operations to ensure responsive, high‑quality service delivery aligned with infrastructure and business objectives

Role Accountabilities

–  Lead and execute day‑to‑day IT support operations through coordination and prioritization of IT support activities

–  Assign, prioritize, and rebalance IT support work to meet service expectations

–  Define and maintain IT support procedures and standards, aligned with best practices and regularly reviewed for relevance

–  Ensure proper escalation and resolution paths are followed for all IT support cases, coordinating across teams as needed

–  Monitor IT support trends and metrics to identify issues, track performance, and drive service improvements

–  Ensure alignment of priorities, facilitate knowledge sharing, and drive effective coordination to resolve IT issues efficiently

–  Implement tools to enhance IT support efficiency, including service management platforms, automation solutions, and remote IT support tools

–  Lead IT support resources to ensure technical proficiency and service standard adherence  

–  Ensure effective execution of IT support operations by coordinating IT support activities and client service excellence

–  Proactively assess and provide IT support performance feedback to manager on an ongoing basis

–  Lead problem management efforts by identifying root causes of recurring issues and implementing permanent solutions

–  Drive continuous improvement in IT support processes and customer experience

–  Forecast IT support needs and identify resource and tool requirements for budget and MRP planning

General Employee Accountabilities

–   Bring full effort to bear on tasks assigned by manager

–   Give manager best advic

–   Give earliest notice when work cannot be delivered as specified

–   Cooperate and collaborate with peers and interact cross-organizationally as specified by manager

–   Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment

–   Comply with all Company policies, practices, and procedures and all regulations and laws

–   Recommend viable improvements proactively

–   Ensure effective utilization of business tools and processes

Requirements

Minimum Qualifications

–   Associate’s degree in computer science, computer engineering, electrical engineering, or related field or equivalent via education and/or work experience

–   5 years’ experience in IT support or help desk services

–   Demonstrated success leading IT technical and business projects

–   Demonstrated success identifying system gaps and emerging technologies that increase accuracy, productivity, and business growth

–   Demonstrated ability to deliver a project or multiple projects on time, from concept through deployment

–   Demonstrated successful working relationships with clients, suppliers, and other internal and external contacts

–   Demonstrated successful and positive personal leadership, interpersonal, organizational, administrative, and communication skills

–   Demonstrated continuous improvement in areas of responsibility

–   Proficiency in MS Office

–   Availability to travel domestically and internationally, less than 5%, sometimes with limited notice

Preferred Qualifications

–   Demonstrated experience with ITIL frameworks

–   Familiarity with Microsoft 365 administration

–   Demonstrated experience in manufacturing or multi-site enterprises

–   Demonstrated experience implementing knowledge bases and self-service portals

–   Demonstrated experience in a recognized business process methodology

Link to TMEIC Corporation Americas website:  https://www.tmeic.com/.  To be considered an applicant for any available positions, individuals must complete an online job application for each posting.  A resume may be attached to the online application but is not considered a substitute for the information in the application.  Applications will be considered only for the specific position for which the application is submitted.

EEO/AA/M/F/Vet/Disability Employer