Spartronics is a leader in complex electronics manufacturing and design services, serving customers in defense, aerospace, space, medical device, instrumentation & control, and life science markets. Spartronics is growing rapidly with manufacturing locations domestically in Williamsport PA, Logan UT, Brooksville FL, Strongsville OH, Watertown SD, Plaistow NH and Internationally in Mexico and Vietnam.

The Desktop Support Manager will work with the Corporate IT department. This position is a hybrid-remote position and will work on site at one of our locations once per week. The Desktop Support Manager will report to the IT Operations Manager.

Basic Purpose of Position: Provides overall Management duties for local site support technicians as well as the corporate helpdesk, main point of escalation for trouble and request tickets. Provide leadership to the team, coach, mentor, and develop documentation.

Essential Functions:

• Manage and oversee the daily operations of the IT Site Service and Corporate Help Desk Teams
• Develop and maintain help desk best practices, procedures, policies, application and reports
• Develop, monitor and analyze help desk performance metrics to identify areas for improvement
• Escalation point of contact requiring the working of escalated tickets through closure
• Manage and maintain the user self-service portal and ITSM tool
• Support complex mixture of Windows desktops
• Continuously evaluate the self-service portal and ITSM tool to identify areas for improvement
• Interface with various IT teams and vendors for the implementation and maintenance of the helpdesk solution
• Coordinate with IT vendors, consultants, and contractors in the implementation of programs or to resolve issues through site services team support.
• Alert security team on IT vulnerabilities, threats or issues and assists with mitigation in conjunction with IT Leadership.
• Other system administration duties as assigned.

Safety:

• Ensure that all assignments are performed in compliance with all applicable Federal, State, Provincial and Company safety and health regulations, and where applicable, proper personal protective equipment is utilized.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Requirements:

• Bachelor’s degree, technical degree, or relevant military or professional certifications in Information Technology and Networking.
• 3 or more years of relevant experience managing a helpdesk environment
• 3 or more years of managing an ITSM or helpdesk software experience
• Experience working with the Manage Engine suite is a plus
• Windows Desktop support XP through 10 including network printers and other peripherals
• Experience Imaging PCs and deploying them through an automated process
• Experience with AD Administration, new user setups, computers etc.
• Experience writing effective documentation and producing system configuration diagrams
• Ability to perform and troubleshoot problems with little supervision
• Office 365 administration, account creation, mail management, and office 365 application support
• Excellent customer service skills
• Must reside near one of our manufacturing facilities since this is a hybrid-remote position. Locations are in Logan, UT; Brooksville, FL; Plaistow, NH; Williamsport, PA; Watertown, SD.
• Travel- Up to 15% Annually

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR).

All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.