Supervisor - Onsite IT Support

Position Description

At a Glance

Legrand has an exciting opportunity for a Supervisor - Onsite IT Support to join the company in West Hartford, CT.

The IT Supervisor will guide and collaborate with a team of geographically dispersed onsite IT support staff, operating in a matrix reporting environment, in the delivery of PC-related support services and operations across Legrand North and Central America (LNCA). The supervisor will also serve as the lead onsite support resource for LNCA Headquarters in West Hartford, CT, providing a range of hands-on, technical support services to executive leadership, administrative and support staff, and shop floor personnel.

The successful candidate will be responsible for the Legrand internal end user experience for the assigned geographic area on behalf of the Americas Infrastructure and Operations organization. This includes regional responsibility and supervision of onsite IT support staff, PC asset management lifecycle, service desk operations, incident management, employee onboarding, and operational reporting to support service performance and optimization targets. Additionally, the IT Supervisor will be responsible for implementing UX service delivery improvements, end user training and ongoing compliance with Legrand IT standards, regulations, and security policies. The IT Supervisor may also participate as a member of the Major Incident Management Team (responsible for driving resolution of major incidents during crisis mode).

Primary Responsibilities

• Supervise a team of regionally distributed onsite technical staff to deliver professional, timely and effective IT support services across LNCA while ensuring best in class customer satisfaction

• Collaborate with regional and local IT leadership to set clear expectations around deliverables and milestones to onsite support staff while tracking them to completion

• Serve as lead onsite support resource for LNCA HQ in West Hartford, CT, including PC provisioning/enrollment, physical inventory management of PCs and accessories, shipping devices to remote staff and providing remote technical support

• Collaborate with the AM UX and Modern Workplace Teams on the Asset Management lifecycle (procurement through disposal) of PC hardware and software across LNCA

• Ensure the timely and efficient resolution of issues in strong collaboration with global and regional infrastructure teams, regional stakeholders and external partners

• Assist with the Major Incident Management process for the Americas (AM) Region, including timely and accurate communications to regional stakeholders, and documenting root cause

• Collaborate with AM region UX team members and leadership in identifying incident trends and areas for improvement while partnering with corporate and regional service delivery teams in promoting ITIL process discipline

• Serve as regional admin for ServiceNow platform and train onsite support staff, as necessary

• Help develop, monitor and report KPIs and operational metrics to identify and drive initiatives to improve the quality of UX services

• Seek feedback from AM regional business clients and stakeholders of IT UX services to identify and drive service delivery improvements

• Develop and collaborate in the creation of technical documentation and confirm its accuracy and availability to defined service delivery participants and clients

• Participate in and contribute to IT audits

• Stay up-to-date with industry standards related to Industry 4.0 and ensure the company's IT infrastructure complies with these standards

• Provide boots-on-the-ground support for IT infrastructure projects or incidents involving West Hartford Data Center and/or nearby Legrand locations, as needed

Qualifications

Education: Bachelor of Science in Information Technology, Management Information Systems (MIS / IS), Computer Science, Engineering or equivalent

Minimum Qualifications

• 3 years of experience in IT Infrastructure operational role(s), preferably in a manufacturing and/or distribution environment

• 1 year of experience supervising a team of 3 or more IT staff

• Experience working in an ITIL-focused support organization with established incident management, service request, and change management processes

• Experience with Microsoft Windows and Active Directory administration, supporting and troubleshooting MS Office Suite, MS Teams, SharePoint and OneDrive

• Experience with configuring and maintaining Windows PCs and related accessories, supporting and troubleshooting Apple iOS mobile devices

• Experience with endpoint detection and response (EDR) solutions

• Experience with multifactor authentication (MFA) tools and support

• Basic troubleshooting of wireless devices and networks

Preferred, Not Required

• Demonstrated track record of working in an international role in a matrix reporting environment

• Experience with Microsoft Azure, Intune and ServiceNow administration

• Experience with Admin by Request (ABR) administration and support

• Experience with Zscaler support and troubleshooting

• Experience with virtual desktop (VDI) platforms and support

• Experience with Microsoft Teams Rooms (MTR)

• Microsoft, CompTIA and/or ITIL certification

• Experience with SAP ERP, shop floor applications, label printers, scan guns, and manufacturing shop floor equipment: laser, punch, press

• Experience with Industry 4.0 a plus

Knowledge, Skills, and Abilities

• Customer service mindset: Emphasis on solving problems and getting the job done

• Strong communication skills: Written and verbal

• Excellent interpersonal skills: Ability to successfully collaborate with and support multiple stakeholders

• Sense of urgency and proactivity: Ability to work in a fast-paced, time-sensitive environment, while managing multiple, competing priorities

• Supervisory skills: Supervise internal and external staff, collaborate on goal setting and professional development

• Assess individual team member performance and conduct performance reviews

• Teaming and collaboration on local, regional and global levels

• Persuasion, influence, and diplomacy in a matrixed environment

• Able to learn new technologies quickly

• Comfortable leading and/or contributing to multifaceted projects while simultaneously handling day-to-day operations and activities

• Analytical, problem-solving and root cause identification skills

• Work effectively at all levels of an organization

• Executive management presence

Working Conditions / Physical Requirements

• Primary environment: Ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Will also require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses and mandatory hearing protection

• The performance of this position may occasionally require exposure to heights up to 25 feet

• Regularly required to communicate and collaborate with internal and external technical staff, manufacturing staff and business stakeholders

• Ability to lift 25 pounds

• Ability to sit for extended periods of time

• Occasional local travel to support nearby Legrand locations

• Potential for domestic and/or international travel in support of corporate projects and key initiatives

Company Info

About Legrand

Representing more than 150 years of innovation, Legrand is the global specialist in electrical and digital building infrastructures. Our purpose is improving lives by transforming the spaces where people live, work and meet with electrical and digital infrastructures and connected solutions that are simple, innovative and sustainable. Every day, over 39,000 Legrand employees work hard to enhance the buildings of tomorrow. Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR) with revenue of €7 billion, and products sold in 180 countries. For more information, visit www.legrandgroup.com/en

About Legrand North and Central America

Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector: Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting. We hold a leading position in every North American market we serve and focus on exceeding our customers' needs within the commercial, residential, and industrial industries. LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network. LNCA is an employee-centered, growing company with tremendous opportunity. For more information, visit legrand.us

http://www.legrand.us

http://www.youtube.com/legrandna

http://www.linkedin.com/company/44580

http://twitter.com/legrandNA

Equal Opportunity Employer