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Manager, Information Technology Jobs

Company

LMI Aerospace
Address , Saint Charles, Mo
Employment type FULL_TIME
Salary
Expires 2023-07-13
Posted at 1 year ago
Job Description
Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 13 locations across North America and our engineering expertise and operational excellence set us apart from the competition.
Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.

POSITION SUMMARY
The Manager, Information Technology is responsible for overseeing the daily operations of the Service Desk Specialists and Site techs (desktop support) to ensure delivery of exceptional customer service. The team will consist of approximately 9 direct reports. Provides technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. While performing all duties and responsibilities, the Supervisor will at all times, model LMI values and principles and act in a manner consistent with the LMI Code of Business Conduct and Ethics. The team will consist of approximately 9 direct reports.
ESSENTIAL JOB RESPONSIBILITIES
  • Supervise all personnel in the service desk department
  • Ensure that the Service Desk Specialists and Site technicians provide exceptional customer service.
    • Coordinate team members in daily duties in support of clients
    • Mentors team members to improve performance and support of customers
    • Train team members when necessary on technical issues, ticket management and customer relations.
    • Ensuring that customer inquiries and technical issues are resolved in a timely and effective manner
    • Improve processes and documentation when necessary.
  • Ensuring that customer inquiries and technical issues are resolved in a timely and effective manner
  • Stay up-to-date with emerging technologies and industry trends, and make recommendations for improvements to the help desk team and IT infrastructure.
  • Coordinate team members in daily duties in support of clients
  • Supervise tickets and reports to ensure meet SLAs.
    • Review tickets to ensure timely support of customers
    • Review tickets for details and proper routing
  • Train team members when necessary on technical issues, ticket management and customer relations.
  • Mentors team members to improve performance and support of customers
  • Assist with other IT related issues and other duties as assigned
  • Develop and maintain a knowledge base and other resources to support the help desk team and enable self-service for customers.
  • Monitor and report on key performance indicators (KPIs) for the help desk team, including first-call resolution rate, response time, and customer satisfaction.
  • Review tickets to ensure timely support of customers
  • Collaborate with other IT teams, vendors, and stakeholders to identify and resolve technical issues and improve service delivery.
  • Improve processes and documentation when necessary.
  • Review tickets for details and proper routing
  • Develop and maintain effective policies and procedures for the help desk team, including escalation procedures, standard operating procedures, and customer service protocols.
EDUCATION AND EXPERIENCES
  • Specific Job Skills:
    • Proficient in Microsoft Office
    • Knowledge of Microsoft desktop OS
    • Ability to easily identify and resolve problems
  • Knowledge of ITIL best practices and experience in implementing IT service management frameworks is a plus.
  • Strong leadership and team management skills, with the ability to motivate, coach, and mentor team members.
  • Behavior/Work Management Skills:
    • Ability to maintain confidentiality
    • Excellent interpersonal and customer service skills
    • Eager to learn and adapt to different technologies
    • Detail oriented
    • Ability to identify and resolve problems
    • Organizational and prioritizing skills
    • Willingness to work in a high stress and constantly changing environment
    • Self-Motivated
    • Able to work in a team based participative environment
    • Able to work extended hours, including evenings and weekends, if necessary to meet deadlines.
  • Eager to learn and adapt to different technologies
  • Willingness to work in a high stress and constantly changing environment
  • Knowledge of Microsoft desktop OS
  • Ability to maintain confidentiality
  • Excellent interpersonal and customer service skills
  • Ability to easily identify and resolve problems
  • Able to work in a team based participative environment
  • Proficient in Microsoft Office
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  • Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
  • At least 5 years of experience in a help desk or technical support role, with at least 2 years in a supervisory or management role.
  • Organizational and prioritizing skills
  • Strong customer service orientation, with a focus on providing an exceptional customer experience.
  • Detail oriented
  • Strong technical knowledge of hardware, software, and network systems, with experience in troubleshooting and problem-solving.
  • Associates Degree in Computer Science, Information Technology, or a related field, Bachelor's degree preferred.
  • Able to work extended hours, including evenings and weekends, if necessary to meet deadlines.
  • Ability to identify and resolve problems
  • Self-Motivated
WHY CHOOSE LMI AEROSPACE?
We take care of our people.
  • Long-term disability
  • 401(k) retirement savings plan with a percentage company-match contribution
  • Competitive wages
  • Paid time off
  • Short-term disability
  • Paid holidays
  • Wellness program
  • Medical, dental, vision, life, and accidental insurance
  • Subject to eligibility, terms, and conditions
  • Tuition assistance
  • Employee assistance plan — for access to counseling, consulting and other community resources
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an “at will” basis and may be terminated at any time.
LMI is an equal employment opportunity employer. Consistent with applicable law, LMI provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the company’s online application system. If an applicant is unable to fully access the online application system, LMI will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for LMI‘s Human Resources Department. LMI will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials.
LMI is an E-Verify Employer.
LMI is an Equal Employment Opportunity/Affirmative Action/Disability/Veterans Employer
NOTICE ON FRAUDULENT JOB OFFERS
It has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from LMI Aerospace, Inc. and/or its affiliates (“LMI”).

This type of fraud is normally carried out through online services such as false websites, or through fake e-mails or call from people claiming to be from the company. These persons offer fraudulent employment opportunities to applicants and often ask for sensitive personal and financial information. The fraudsters may also request recipients to provide personal information and/or to make payments as part of their fake recruiting process.
LMI does not ask for any financial commitments from candidates as a pre-employment requirement. LMI will always require candidates to formally apply for positions via the Careers Page or job postings.

LMI has no responsibility for fraudulent offers and if you believe you have been a victim of a fraudulent job offer concerning LMI, please email