SJE Inc. · 16 hours ago
IT Support Manager
Birmingham, AL
Full-time
Onsite
Senior Level
7+ years expSJE Inc. is a family of brands providing innovative control and monitoring solutions. They are seeking an IT Support Manager responsible for managing Helpdesk and Desktop Support operations while providing hands-on technical support and leadership to the team.
Embedded SystemsManufacturingService Industry
Responsibilities
Work directly on escalated Helpdesk and Desktop Support tickets, including hardware issues, configuration problems, imaging, networking, and account access
Perform hands‑on device builds, OS imaging, Intune enrollment, printer configuration, and workstation setup
Support plant‑floor technology: PCs, scanners, label/barcode printers, production check‑in stations, and network‑connected industrial devices
Travel to manufacturing sites to provide onsite troubleshooting, deployments, equipment swaps, and user support
Participate in after‑hours or weekend support during critical outages, plant initiatives, or system updates
Lead, coach, and mentor Helpdesk and Desktop Support technicians with a focus on growing technical depth and troubleshooting skills
Set daily/weekly priorities, provide guidance on active tickets, and ensure consistent coverage across multiple time zones and sites
Participate in interviews, hiring, onboarding, and performance development for support staff
Monitor ticket queues and personally intervene where needed to keep SLAs on track
Establish and maintain realistic SLAs, escalation rules, and service expectations
Improve ticket quality through coaching, peer reviews, and knowledge sharing
Perform root‑cause analysis on recurring issues and implement fixes with the team
Create hands‑on support documentation, 'How‑To' guides, imaging steps, and troubleshooting playbooks
Build and maintain a strong knowledge base to enable faster resolution and onboarding
Standardize desktop builds, device provisioning, and software deployment processes
Identify recurring pain points and actively implement technical and process improvements
Oversee and participate in device lifecycle management: imaging, patching, repairs, replacements, and decommissioning
Maintain accurate inventory and asset tracking; ensure proper documentation and labeling
Validate endpoint compliance, encryption status, and security-baseline adherence
Work closely with plant managers, supervisors, line leads, and maintenance teams to understand production needs
Ensure IT support adapts to shift schedules, production changeovers, and high‑volume periods
Respond quickly to floor‑impacting issues and minimize downtime
Enforce secure support practices (MFA, privileged access, device isolation, patching)
Support cybersecurity team with incident response steps, evidence capture, and endpoint containment
Ensure technicians follow safe handling procedures for sensitive equipment and information
Track and report on SLA performance, ticket metrics, and site‑level support needs
Recommend staffing, tooling, and process adjustments based on real data and hands‑on observations
Drive continuous improvement across the support function through practical, actionable changes
Qualification
Required
Bachelor's degree in information systems or related field preferred; relevant certifications (ITIL, A+, Network+, MD 102, HDI) are a plus
7-10+ years of IT support experience, including hands on troubleshooting of Windows devices, networks, printers, and common business applications
5-7+ years management experience within a Helpdesk/Desktop Support environment
Strong technical competency in: Windows OS, M365, Azure AD/Entra ID, Intune, imaging tools, endpoint management, VPN, basic networking, Wi Fi troubleshooting, Printers, scanners, barcode devices, Cloud-based tools, Mobile device management (MDM)
Ability to work across production floors, office spaces, warehouses, and remote user setups
Excellent communication and customer service skills
Strong understanding of ITSM tools and concepts (e.g., ServiceNow, FreshDesk, Jira Service Desk)
Preferred
Experience in manufacturing or multi-site support environments strongly preferred
Benefits
Health, life, short-term and long-term disability insurance
Dental and vision programs
Paid Time Off
8 paid holidays
Company
SJE Inc.
SJE has been leading the water & wastewater industry since 1975.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-06-18Acquired
Leadership Team
Bjorn Haldorsen
Chief Executive Officer
Recent News
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