Supervisor, IT/OT Operations

Southwire Job Description

The IT-OT Infrastructure Supervisor role acts as the Supervisor for on-site support for remote Southwire locations, and the secondary point of contact for all incoming IT Support issues, providing additional troubleshooting to escalated incidents from Technical Support Analyst I (Tier 1). The IT-OT Infrastructure Supervisor is also responsible for conducting routine IT Support processes from beginning to end, as well as new equipment implementations.  The IT-OT Infrastructure Supervisor is responsible for the hardware for ERP integration of newly acquired sites. 

Key Responsibilities
Direct supervision of the IT-OT Infrastructure Tier 2 IT team, including systems, processes, and hardware to support growth and success of the helpdesk support, maintenance and troubleshooting, and implementation of IT policies and processes for systems, tools, network infrastructure, and telecommunication.
Measurements for success include meeting service-level agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback.  Provide metrics and reporting to leadership.
Help drive operational excellence across Southwire’s growing technology footprint. 
Provides technical assistance and support on a wide range of computers and peripherals to resolve simple to complex technology issues.
Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. 
Responsible for designing projects, building projects, and installing projects.
Analyzing ticket patterns and implementing changes to increase service delivery efficiency. 
Training technicians to do things the correct way according to Southwire baselines, policies, and procedures. 
Oversee the IT team to perform defined services for our customers. 

Qualifications and Experience Requirements
•    Bachelor’s degree in IT related field; applicable combination of education and experience
•    9+ years related experience.
•    Knowledge of IT applications, processes, software, and equipment, ability to troubleshoot software-related issues, understanding of support tools, techniques, and how technology is used to provide IT services.
•    Full understanding of ITIL, ITSM, and ITAM processes.
•    Customer-centric with a proven history of leading direct team members to drive for results
•    Ability to multitask and adapt to changes quickly
•    Ability to work as a team and communicate effectively
•    Strong organizational, presentation, and customer service skills
•    Availability to handle “on call” escalations after hours, holidays, and weekends

Required Education, Experience, and Skills
Minimum Education Level: Bachelor's
Specialized Degree: IT Related Field; applicable combination of education and experience
Years of Experience: 9+
Field of Expertise: IT

Reports To (Supervisor Title):    Manager Service Desk
Does this role Manage Southwire Team Members: Yes
Direct Reports Job Title(s): IT Support Specialist, System Administrator I
Number of Direct Reports: 2-5

Scope:    All Locations
Travel:    International 
% of Time: Up to 25%
Workplace Setting: In Office / On-Site (4+ days a week)

Competencies