IT Business Operations Manager to maintain smooth plant operations, support plant users, and resolve incidents for desktops, laptops, tablets, mobile devices, conference room AV and all peripherals.
Requirements
- Provide onsite and remote support for end-user devices, thin clients, printers, barcode printers, copiers, scanners, mobile devices and conference room AV
- Create and manage incidents and service requests in ServiceNow; track SLAs and ensure timely resolution
- Act as the primary liaison between plant users, plant management and centralized IT; escalate to specialized teams when required
- Maintain and audit MDF/IDF network cabinets; ensure physical security and quarterly cleaning
- Ensure critical workstations are connected to UPS, backups are in place, patches are applied and EOL/EOS hardware/software is tracked
- Manage building alarm, access control and CCTV/surveillance systems; support plant security and surveillance queries
- Maintain IT asset inventory, warranties, spares and end-of-lease returns; coordinate procurement and proper disposal/decommissioning
- Support plant technology projects (network/Wi-Fi upgrades, scanner replacements, site rollouts) and provide onsite project coordination
- Advanced programming across major languages (C#, Java, Python, Progress 4GL, VB, SQL) to develop, enhance and maintain plant automation, integrations and custom applications
- Build and maintain automation for device provisioning, patching, reporting, and routine maintenance tasks; implement CI/CD pipelines where applicable
- Develop queries, dashboards and ad-hoc reports to provide actionable analytics for plant leadership and to measure KPI improvements
- Design and deploy scripts and small applications to reduce manual work, improve data quality and integrate plant systems with central ERP and cloud services
- Maintain, design and deploy applications to support communication between various manufacturing components/machines
- Lead testing, deployment and rollback plans for application changes; document SOPs and runbooks for automated processes
- Mentor and train plant staff on automation tools and best practices; share reusable components and standards with other PTMs
- Direct and supervise the plant IT Team
- Participate in business continuity planning; ensure critical systems have documented backup and recovery procedures
- Manage user access via Okta and Active Directory; perform periodic access audits and remediate non-standard hardware/software
- Maintain vendor contracts and escalation contacts; ensure vendor SLAs are current and tested
- Ensure compliance with JELD-WEN EH&S requirements, corporate policies, and legal/regulatory obligations
- Provide leadership and training to plant IT staff and plant personnel; participate in Production Gemba Walks and align IT actions with SQDCI and business action items
- Drive continuous improvement and standardization initiatives; document SOPs and share successes with other PTMs across the company
- Use metrics to measure impact of automation and process changes; present results to plant and IS leadership
Benefits
- Medical & dental
- Generous leave policies
- Retirement program
