IT Systems Support Manager

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The Systems Support Manager, Information Technology, has a primary mission to provide best-in-class technical services and solutions across the enterprise with skills and expertise in the areas of client devices, software, hardware, and network infrastructure. Provide a high-level of customer service throughout the organization with a primary focus on systems availability, responsiveness, connectivity, security, and established service level metrics. Partners with multiple Brands and departments to ensure critical systems are maintained while helping to reduce downtime, increasing productivity, and providing continuous improvement.

The Systems Support Manager reports to the head of Infrastructure and helps develop infrastructure standards and policies. Also, will pass those standards and policies to the plants through the Technical Support Specialists. This position will require travel to the plants.

**ESSENTIAL FUNCTIONS**:
**Services & Operations Support**
- Responsible for overall activities of the localized and remote servers, software and Incident Management Process; working with others to ensure timely and accurate resolutions of problems and requests.
- Organize staff, projects, and daily activities with the constant, intense focus on maximizing value to the organization.
- Lead the System Admin team and develop the staff by ensuring proactive approach to IT while driving the correct priorities, providing regular feedback, and driving for continuous improvement of the IT department.
- Partner with management to ensure users are provided with professional and timely support and service.
- Responsible for monitoring, upgrading, and maintaining many computerized systems in use across all Brands to include, Servers, workstations, networking components and other IT equipment.
- Analyze requests quickly to determine impact and best approach. Provide realistic timelines based on current workload.
- Evaluates and implements IT procedures and equipment for maximum efficiency and cost containment.
- Ensure 100% compliance to corporate implementation policies.
- IT Lead on projects as needed.
- Work with other IT Managers within the division & company to leverage best practices and resources.
- Performs other related duties as assigned or requested.
- Works with IT management, location management and corporate management to determine appropriate system solutions to local problems.
- Travels to support locations, where appropriate, to resolve their technical needs and meet with local Technical Support Specialists.
- Provides technical training to users and other team members.
- Support and troubleshoot ABG’s IT infrastructure systems consisting of Cisco Meraki LAN / WAN / Wireless and IP Telephony (IPT) components, Microsoft Server Systems, and Microsoft Office software.

**QUALIFICATIONS**:
**Education**:

- Bachelor’s Degree in Computer Science, Information Systems or other related field.

**Experiences**:

- 8+ years total experience in Information Technology, including minimum of 3 years in developing solutions in complex technology environments.
- 5+ years of experience in manufacturing, consumer products, or distribution industries.
- 4+ years of experience in systems development and project management.
- Knowledge of VMware, Citrix Desktop, AIX, SAP, Azure, Microsoft office 365, etc.

**Skills**:

- Proven experience with Microsoft technology, networking, telecommunication, data transfer, IT hardware.
- Exceptional project management skills, with the ability to develop and communicate a future state vision that aligns with the IT and business strategy.
- Possesses strong leadership, communication, planning, negotiating and management skills.
- Effective influencing and negotiation skills in an environment where resources required for success may not be in direct control of this role
- Excellent analytical, strategic conceptual thinking, strategic planning and execution skills
- Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units
- Ability to build consensus, making decisions based on many variables, and gain support for major initiatives.
- Strong sense of self, ethics and effort, as well as the willingness to go the extra mile to achieve important goals.
- Ability to develop staff including coaching, mentoring and performance management.
- A unique combination of strong IT technical skills along with exceptional customer focus and communications skills is required.
- Demonstrated understanding of general manufacturing business practices.
- Must possess excellent interpersonal skills and ability to work in a team environment required.
- Able to manage stress under pressure.
- Able to prioritize projects/tasks, deliver quality results on time.
- Bi lingual French and English

**This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The