IT Support Manager

As an innovation leader, we look for ambitious, forward-thinking, open-minded, and well-rounded individuals to join our global team. This role offers flexibility to be based at any Gates location across North America as an IT Infrastructure Field Manager. The IT Infrastructure Manager provides technical support and leadership for end-user technology across North America manufacturing locations. This role ensures reliable operation of desktops, mobile devices, printers, and network-connected systems by delivering timely troubleshooting, workstation deployment, software installations, and device lifecycle management. The position also collaborates with system administrators, engineers, and service desk teams to resolve complex issues while guiding field system administrators and supporting IT infrastructure projects that improve system performance and the overall user experience. Key responsibilities (to name a few): - Lead and support field system administrators while partnering with IT engineers, application teams, and the Service Desk to resolve issues and drive continuous improvement. - Manage workstation environments including installation, configuration, imaging, upgrades, troubleshooting, and performance optimization. - Support end users by diagnosing operating system, software, hardware, and connectivity issues across PCs, servers, and cloud-based applications. - Oversee device lifecycle management including hardware replacements, upgrades, warranty coordination, and vendor support. - Deploy operating systems, applications, and updates using enterprise tools such as SCCM and Intune. - Support mobile device configuration and ensure compatibility with company systems including mobile phones. - Maintain IT Service Management standards including incident, request, and change management processes. - Improve technical documentation, support processes, and end-user experience through testing and continuous improvement initiatives. - Coordinate equipment logistics including receiving, shipping, and asset management for remote users and lease return programs. About You: - Bachelor’s degree or technical certification preferred - 5+ years of experience supporting desktop environments in a manufacturing setting - Strong experience supporting end users both remotely and on-site, with a focus on customer service and clear communication - Proficiency in Microsoft Windows environments, including Windows 11, Microsoft Office, Active Directory, and device management tools (e.g., SCCM) - Experience troubleshooting desktops, laptops, printers, mobile devices, and peripheral equipment - Familiarity with IT service management frameworks (ITIL v3 or v4) and ticketing systems - Ability to diagnose and resolve operating system, application, and infrastructure-related issues - Experience supporting manufacturing technologies (e.g., barcode scanners, industrial PCs) is a plus - Exposure to data center operations, infrastructure environments, or cloud-based applications preferred - Experience working with vendors or supporting technology initiatives (e.g., RFPs, RFQs, upgrades) is beneficial - Strong documentation skills with the ability to create clear technical guides and procedures - Ability to communicate technical concepts effectively to non-technical users - Strong organizational, problem-solving, and multitasking skills in a fast-paced environment - Must be legally authorized to work in the United States without sponsorship