Gentex Corp. · 2 days ago
IT Operations Manager - End User Support
Carbondale, PA
Full-time
Onsite
Senior Level
5+ years expGentex Corporation is a global leader in personal protection and situational awareness solutions. They are seeking an IT Operations Manager responsible for overseeing IT support operations across all US locations, managing a team, and ensuring high-quality technical support delivery to end-users.
Aerospace
Responsibilities
Manage and lead a team of five IT support resources distributed across three locations
Set clear goals and expectations for the team, ensuring alignment with organizational objectives
Provide mentorship, training, and performance evaluations for team members
Act as the escalation point for complex technical issues across all locations
Oversee the day-to-day operations of IT support services across all locations
Ensure timely resolution of technical issues, including hardware, software, network, and application support
Manage ticketing systems to track and prioritize support requests, ensuring SLAs (Service Level Agreements) are met
Develop and enforce escalation procedures for complex or high-priority issues
Ensure consistent IT support processes and policies across all three locations
Collaborate with location leads or designated points of contact to address local challenges
Conduct regular virtual or in-person check-ins with team members at each location
Identify opportunities to improve support processes, workflows, tools, and communication across locations
Continuous improvement leveraging automation and tools such as AI
Implement best practices for incident management, problem resolution, and knowledge sharing
Develop and maintain documentation, including FAQs, troubleshooting guides, and training materials
Collaborate with IT teams to ensure end-user devices, applications, and systems are properly maintained and updated
Manage inventory and procurement of end-user hardware and software across all locations
Ensure compliance with security policies and procedures, including endpoint protection and access controls
Act as a point of contact for escalated issues and ensure high levels of customer satisfaction across all locations
Conduct regular surveys and feedback sessions to assess user satisfaction and identify areas for improvement
Build strong relationships with internal stakeholders to understand their needs and align support services accordingly
Generate reports on support metrics, including ticket volume, resolution times, and user satisfaction across all locations
Analyze trends and patterns to proactively address recurring issues and improve service delivery
Present findings and recommendations to senior management
Develop and deliver training programs for end-users to improve their understanding of IT systems and tools
Ensure the support team is up to date on new technologies, tools, and processes
Ensure adherence to organizational policies, including data protection, cybersecurity, and regulatory compliance
Define and execute strategy in support of compliance requirements such as CMMC 2.0
Collaborate with the security team to address vulnerabilities and implement security measures
Qualification
Required
Associate degree in information technology, Computer Science, or a related field is required
Minimum 5–7 years of experience in IT support or help desk roles
At least 2–3 years in a leadership or managerial position
Experience managing distributed teams across multiple locations
Proven track record of improving support processes and driving customer satisfaction
Preferred
Bachelor's degree
Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Modern Desktop Administrator)
Benefits
Medical/dental coverages
401k
Paid time off
Excellent work schedules including a 9/80 work week
Company
Gentex Corp.
Leveraging a product development and manufacturing history that spans more than 125 years, Gentex Corporation is a global leader in providing innovative protective gear solutions that enhance personal protection and situational awareness for global defense forces, emergency responders, and industrial personnel operating in high performance environments.
501-1000 employees
H1B Sponsorship
Gentex Corp. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (3)
2022 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Chandra Sankar
Chief Technology Officer & Chief Products Officer
Peter Maier
Chief Financial Officer
Recent News
2026-01-11
2025-11-20
BiometricUpdate.com
2025-11-19
Company data provided by crunchbase