Sr Manager IT Support (Service Desk)

*Will consider only internal applicantations located at any of the Operations Support Centers

MITER Brands™ is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the new construction and replacement segments. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI is one of the nation’s largest suppliers of vinyl windows and patio doors, with plants across the country.  We are looking for Sr. IT Support Manager (Service Desk).  In this role you will be responsible for leading the IT Support team overseeing the front-line IT support needs of the business, manages the IT Service Desk, troubleshooting technical issues, monitoring and management of the business’ ITSM tool, setup, installation and configuration of team member hardware such as PCs, tablets, laptops, scanners and printers, allocates appropriate software licenses and coordination of IT projects. 

Why work at MITER Brands?

Pay Range:  116k - 146k, depending on experience

• Lead and manage the IT Support leaders and teams, ensuring availability, reliability, security and timely response of support.
• Lead and manage IT leaders and teams who are responsible for the day-to-day operations, maintenance, and troubleshooting of IT infrastructure components, including hardware, software and user setup.
• Develop and implement IT support strategies, plans, and roadmaps to support the business goals. 
• Maintain relationships with vendors, negotiate contracts, and ensure timely delivery of IT infrastructure solutions. 
• Manage the IT budget, including forecasting, spending, and reporting. 
• Implement, maintain and follow security policies, procedures, and controls to protect IT hardware, systems and data. 
• Collaborate with other departments, operations and stakeholders to align IT support efforts with business needs and communicate effectively. 
• Effectively communicate IT support Strategy, Budget and Availability to the IT Team, Business Leaders, Stakeholders and our broader Team Members
• Deliver critical information through a standard format to inform the business of changes and outages of IT systems
• Develop and deliver IT support related presentations internally and externally.
• Lead and manage IT projects, ensuring they are completed on time and within budget. 
• Provide visionary leadership to the IT support team, setting clear goals, performance metrics, and expectations for excellence
• Recruit, hire, train, and mentor a high-performing IT Infrastructure team
• Provide ongoing coaching, feedback, and development opportunities to maximize individual and team performance

• BS Degree in Computer related field is preferred
• 10 years of IT leadership
• Extensive IT technology knowledge and experience within the IT field.
• Knowledge of cybersecurity software and security best practices
• Strong knowledge and understanding of business needs, with the ability to establish and maintain a high-level of senior leaders’ trust and confidence
• Strong leadership and management skills. The ability to motivate, guide, and develop a team as well as future leaders
• Technical expertise in IT hardware, software and licenses
• Strategic thinking and planning. The ability to develop and execute long-term IT support plans
• Communication and interpersonal skills. The ability to communicate effectively with technical and non-technical audiences. Ability to deliver appropriately in pressure situations
• Problem-solving and analytical skills. The ability to identify, diagnose, and resolve IT hardware and software issues
• Vendor management skills - The ability to negotiate contracts, manage vendor relationships, and ensure timely delivery of IT solutions
• Project management skills. The ability to plan, manage, and execute IT infrastructure projects
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills, including documentation.
• Ability to work under pressure and meet deadlines
• Work across IT and Functional areas and collaborate across teams to solve complex problems
• Strong interpersonal skills
• Work outside normal hours may be required, including some weekends
• Travel to other MITER Brands locations and vendors