<p><strong>Mission Brief </strong></p> <p>We are seeking a hands-on <strong>Manager IT Support & Manufacturing</strong> to lead and oversee end-user technical support operations across both our administrative (IT) and operational/plant floor (OT) environments. In this role, you will act as a hands-on Technical Lead and Service Manager, ensuring fast, reliable, and high-quality technical assistance for office staff, facility personnel, and shop-floor operators.</p> <p>This is a <strong>hands-on lead position</strong> designed for a senior support specialist or helpdesk lead who excels at troubleshooting end-user hardware, OS environments, peripherals, and software tools while carrying a manager-level title. You will be responsible for end-user satisfaction, ticket queue management, device lifecycle provisioning, and acting as the top escalation point for user-facing technical issues.</p> <p>Your Role in Our Space Mission: </p> <p><strong>End-User Support Leadership & Operations</strong></p> <ul> <li><strong>Hands-on Technical Leadership:</strong> Act as the primary escalation point (Level 2/3) for complex end-user support tickets, troubleshooting hardware, operating systems, applications, and peripherals.</li> <li><strong>Service Desk Management:</strong> Oversee support ticket queues, SLA performance, service desk workflows, and issue prioritization across corporate offices and operational/plant areas.</li> <li><strong>User Onboarding & Lifecycle:</strong> Manage hardware provisioning, asset intake, user profile setups, workstation deployments, and device offboarding.</li> <li><strong>Vendor Coordination:</strong> Work with hardware OEMs, printer/peripheral vendors, and external service providers to resolve end-user equipment repairs and replacements.</li> </ul> <p><strong>Office IT User Support</strong></p> <ul> <li><strong>Desktop & Device Support:</strong> Provide comprehensive support for Windows, macOS, and Linux (Debian/Ubuntu) desktop workstations, laptops, mobile devices, and office printers.</li> <li><strong>Productivity & SaaS Tools:</strong> Help users navigate and resolve issues within core business applications (Microsoft 365, local software, client tools, and videoconferencing systems).</li> <li><strong>Identity & Access Requests:</strong> Manage user access creation, password resets, role assignments, and group permissions in Active Directory / Entra ID.</li> </ul> <p><strong>Shop-Floor & OT Support</strong></p> <ul> <li><strong>Industrial & Field End-User Devices:</strong> Provide hands-on support for shop-floor workstations, ruggedized laptops, industrial PCs (IPCs), touch panels/HMIs, barcode scanners, and label printers.</li> <li><strong>Field-Level Troubleshooting:</strong> Assist operational staff and machine operators with local software installation, client application connectivity, terminal software, and physical interface cables.</li> <li><strong>OT Support Coordination:</strong> Collaborate with plant managers and machine operators to ensure minimal end-user downtime during operational shifts.</li> </ul> <p><strong>Documentation & Scripting Overview</strong></p> <ul> <li><strong>Support Documentation:</strong> Maintain internal knowledge base articles, standard operating procedures (SOPs), and user quick-reference guides.</li> <li><strong>Automation & Scripting (Conceptual):</strong> Solid conceptual understanding of basic Bash, PowerShell, or Python scripts—ability to run, understand, and use existing automation scripts for bulk user account creation or software deployment.</li> </ul> <p><strong>Qualification Checklist </strong></p> <p>Technical Requirements</p> <ul> <li><strong>Operating Systems:</strong> Advanced proficiency with Windows 10/11, Linux desktop environments (Debian/Ubuntu/RHEL), and mobile OS (iOS/Android).</li> <li><strong>Hardware & Peripherals:</strong> Deep troubleshooting knowledge of desktop/laptop hardware, docking stations, industrial PCs, barcode scanners, thermal printers, and office AV setup.</li> <li><strong>Support Tools:</strong> Hands-on experience with ITSM / Helpdesk ticketing systems, remote support tools (e.g., TeamViewer, AnyDesk), and Endpoint Management (e.g., Intune).</li> <li><strong>Identity Management:</strong> Practical experience with Active Directory, Entra ID, and user permission management.</li> <li><strong>Basic Scripting (Conceptual):</strong> Ability to understand and execute existing PowerShell, Bash, or Python scripts used for client onboarding and endpoint administration.</li> </ul> <p>Qualifications & Experience</p> <ul> <li>3–5+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, or Technical Customer Service, with experience acting as a team lead, senior support engineer, or manager.</li> <li>Experience supporting users in a hybrid environment (office staff + manufacturing, warehousing, or operational plant floor personnel).</li> <li>Exceptional communication, patience, and customer-service mindset with strong problem-solving skills under time constraints.</li> </ul> <p><strong><span lang="EN-US">Benefits </span></strong></p> <ul> <li><span