Job Information
MacLeanFogg Company IT Regional Support Supervisor - 3715 in Farmington Hills, Michigan
MacLean-Fogg is a globally recognized leader in the design and manufacture of innovative fastener solutions, engineered components, and advanced manufacturing systems for the automotive and industrial sectors. With a rich history dating back to 1925, we are a family-run company that takes pride in our heritage while embracing the future through continuous innovation and a commitment to sustainability. Our diverse product offerings and our commitment to quality and customer satisfaction have solidified our reputation as a trusted partner in the industry. As we continue to expand our global footprint, we remain dedicated to fostering a collaborative and inclusive work environment that empowers our employees to thrive and make a meaningful impact. Join us at MacLean-Fogg as we build on our legacy of excellence and shape the future of manufacturing.
Job Summary
The IT End User Specialist 4 is responsible for overseeing the IT support operations within their designated region. This role involves managing a team of IT support technicians, providing white glove deskside service to company executives and VIPs, and coordinating the delivery of high-quality IT support services to end-users. End User Specialist 4 will be actively involved in central helpdesk functions, including ticket routing, escalation management, and shift coordination.
Job Duties
Supervisory Duties: Lead and supervise a team of IT support technicians within the designated region. Provide guidance, coaching, and mentorship to team members, ensuring their professional growth and development. Conduct regular performance evaluations and provide feedback to team members. Collaborate with IT management to develop training programs and performance improvement initiatives.
User Support and Issue Resolution: Act as an escalation point for regional IT support technicians, providing assistance with complex technical issues. Ensure timely and effective resolution of IT support tickets, meeting service level agreements (SLAs) and user satisfaction targets. Collaborate with local IT representatives to address on-site issues and ensure a smooth support experience for end-users. Provide white-glove end user support for VIPs and executives.
Central Helpdesk Responsibilities: Manage ticket routing and escalation processes for the central helpdesk, ensuring efficient allocation of tasks to regional technicians. Handle ticket escalations from local technicians and coordinate with other IT teams to resolve complex issues. Collaborate with other IT supervisors to optimize support processes and enhance user experience. Contribute to the development of centralized IT support strategies and continuous improvement initiatives.
Training and Knowledge Sharing: Develop and deliver training programs for regional IT support technicians, focusing on technical skills, customer service, and IT best practices. Facilitate knowledge sharing sessions within the team, promoting a collaborative learning environment.
Technical Expertise: Stay updated with the latest technology trends, tools, and best practices related to end-user support. Provide technical guidance and training to team members, fostering continuous skill development.
Collaboration: Collaborate with other IT teams, such as infrastructure, security, and application support, to address cross-functional technical challenges. Communicate effectively with stakeholders to understand their requirements and provide appropriate IT solutions.
Documentation and Reporting: Maintain accurate records of end-user issues, resolutions, and service request details. Generate regular reports on team performance, identifying trends and areas for improvement.
Experience and Education Perform work with a high degree of l