IT Support Tech Supervisor

Pay Range: $83,000 - $104,000 depending on relevant experience and qualifications

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.

Why work at MITER Brands?

The IT Support Tech Supervisor (Operations Support) is tasked with overseeing specific location IT support team members. This role involves supervising staff, prioritizing tasks, managing projects, handling daily administration, purchasing, managing PC deployments, responding to outages, resolving problems, managing customer service, strategic planning, and providing day-to-day user and location support. The supervisor will engage with both internal and external customers and establish processes that align with industry standards such as ITIL, Six-Sigma, LEAN, and 5S.

• Efficiently manage location IT support team members across multiple locations
• Capable of executing all support tasks typically handled by the onsite technician at the location
• Create and manage a site support strategy when the designated technician is unavailable
• Oversee IT initiatives and cross-departmental projects
• Develop project plans, related communications, and documents
• Serve as an escalation point for IT support teams
• Support industry-specific proprietary manufacturing software and hardware
• Ensure the team uses support desk and project management software effectively to track incidents, tasks, and requests, and that these are completed in a timely manner with a focus on customer service
• Coordinate with infrastructure, application development, and security teams to ensure systems meet company objectives
• Ensure compliance with policies, standards, licensing agreements, and configuration guidelines
• Verify that new software integrations meet functional requirements and system specifications
• Ensure proper spare hardware inventory is maintained at all locations
• Oversee the disaster recovery plan for PC-controlled manufacturing equipment
• Mentor the team to build and grow business relationships crucial for project success
• Support IT assets and software license tracking
• Develop best practices and tools for location support and project execution
• Assist in shaping the future strategy of IT systems
• Develop and monitor performance standards for IT systems
• Evaluate business needs and design procedures to meet those needs
• Continuously review procedures, staffing, and equipment for efficiency and cost control
• Stay informed of trends and regulations affecting IT operations and act as needed
• Participate in location-specific Kaizen, TPM, and A3 events

• Strong analytical and problem-solving skills
• Excellent project management skills
• Proven customer service skills
• Proficiency in the English language
• Ability to read and interpret blueprints and schematics
• Competent in computer administration and software installation
• Knowledge of user administration
• Self-motivated with a sense of urgency; able to work independently
• Leadership and team motivation skills
• Ability to work under pressure and meet deadlines
• Flexibility in working hours based on department or business needs
• Strong written and verbal communication skills
• Ability to conduct and facilitate training, presentations, and meetings
• Vendor, billing, purchasing, and auditing management skills
• Some travel is required

Desired Experience

• Five years of relevant IT support experience.
• At least five years of direct customer service experience.
• Experience leading teams to complete projects or tasks.
• Strong understanding of ITIL implementation and processes.
• Experience in purchasing and managing IT assets, hardware, and software.
• Familiarity with IT Support Desk applications such as Remedy, ManageEngine, or ServiceNow.
• Extensive knowledge of software, hardware, and network support techniques and procedures.
• Understanding of installation, configuration, and troubleshooting for software and hardware.
• Experience with handheld scanners, label printers, etc.
• Experience with mobile technology like tablets, smartphones, and scanners.
• Familiarity with phone systems such as Avaya and Cisco.
• Experience in manufacturing support.

Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

• Three comprehensive Medical plan options
• Prescription
• Dental
• Vision
• Company Paid Life Insurance
• Voluntary Life Insurance
• Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Paid time off (PTO) and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program
• Teladoc
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic

MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category.