Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Factory IT Support Supervisor’s primary responsibility is to ensure the seamless operation and support of computing infrastructure within Graco’s factory environments. This role encompasses managing a team of skilled professionals responsible for providing Level 1 to Level 3 technical support, resolving complex desktop-related issues, and maintaining the integrity and functionality of IT systems critical to factory operations.
 

Responsibilities

• Team Leadership: Lead and manage desktop support team, including hiring, training, scheduling, and performance evaluation.
• Incident Management: Oversee the management of factory incidents, including prioritization, escalation, and resolution. Serve as a point of escalation and resolve challenges in a timely manner.
• Process Improvement: Continuously assess and refine support processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.
• Collaboration: Work closely with the IT-Operational Technology (OT) Liaison and other stakeholders to prioritize IT, OT and factory initiatives.
• Metrics Monitoring: Monitor and analyze support metrics, such as ticket volumes, resolution times, and customer feedback, to identify trends, performance gaps, and improvement opportunities.
• Communication: Facilitate communication and collaboration between the desktop engineer support team, IT department, OT stakeholders, and factory management to ensure alignment and transparency.
• Compliance: Ensure compliance with security policies, regulatory requirements, and industry standards in desktop support operations, mitigating risks and safeguarding sensitive information.
• Training and Development: Foster a culture of continuous learning and professional development within the team.
• Documentation: Maintain accurate documentation of support processes, troubleshooting procedures, and system configurations to facilitate knowledge sharing and continuity of support.
• Vendor Management: Coordinate with external vendors and service providers as needed for hardware/software procurement, maintenance, and support.
• Emergency Response: Be available for on-call support and emergency response situations, providing leadership and guidance to the team during critical incidents and disruptions.
• Customer Service: Ensure that all support interactions are conducted with a focus on excellent customer service, addressing user needs and concerns in a timely and professional manner.

Education/Experience

• 2 years of post-secondary education in Computer Science, Information Technology, or equivalent education.
• 5+ years of experience in desktop support in a factory or equivalent setting, with at least 2 years of people management experience.
• Experience in incident management and familiarity with operational technology (OT) and its integration with IT systems is preferred.

Qualifications and Skills

• Leadership Skills: Proven ability to lead and inspire a team, fostering a positive and collaborative work environment.
• Technical Proficiency: Proficiency in Windows desktop operating systems and productivity software i.e. Microsoft Office Suite, Sharepoint, and Power BI.
• Cybersecurity Expertise: Strong understanding of cybersecurity principles and best practices, including endpoint security and data protection measures.
• Project Management: Project management skills to plan, organize, prioritize tasks effectively and experience in coordinating cross-functional projects.
• Communication and Stakeholder Management: Excellent communication skills to convey technical information to both technical and non-technical stakeholders effectively.
• Strategic Thinking: Ability to think strategically and align support efforts with organizational objectives.
• Problem-Solving and Decision-Making: Strong analytical and problem-solving skills, with the ability to make sound decisions in high-pressure situations.
• Vendor Management: Experience in engaging with vendors for procurement, support, and maintenance of factory and OT hardware and software.
• Collaboration Skills: Ability to collaborate effectively with cross-functional teams, including IT, operations, and engineering.
• Training and Development: Skill in developing and implementing training programs for team members and end-users.
• Continuous Learning: Commitment to staying updated on the latest trends, threats, and technologies in both IT and OT.
• Physical Requirements: Ability to life and move up to 50 lbs to install OT hardware

Deliverable Expectations

• Weekly Status Updates:
  • Progress Report: A detailed report summarizing the progress made during the week on factory projects, including milestones achieved, tasks completed, and any roadblocks encountered.
  • Incident Management: A list of any issues or challenges that arose during the week, along with proposed solutions or mitigation strategies.
  • Meeting Minutes: Minutes from meetings with factory support team, stakeholders, and vendors, highlighting key discussions, decisions made, and action items assigned.
  • Documentation Updates: Any updates or additions to documentation related to IT and Factory systems, processes, configurations, or procedures.
• Risk Assessment: Coordinate risk assessment report with OT Liaison and Factory OT teams.
• Key Performance Indicators (KPIs) Report: Metrics or KPIs tracking the performance of factory systems, processes, or initiatives. This could include uptime/downtime statistics, response times, or compliance metrics, providing insight into overall performance and areas for improvement.
• Feedback Summaries: A summary of feedback gathered from factory team members regarding IT and OT efforts.
• Emergency Response Plans: Documentation of emergency response procedures, including on-call schedules, escalation protocols, and incident communication plans. Postmortem reviews to identify lessons learned and recommendations for future improvements.
• Strategic Alignment Reviews: An assessment of how IT and OT integration efforts align with the organization's strategic goals and objectives.

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Power to Be
At Graco, the Power to Be means providing the support, resources and freedom to pave your own way. Bring your unique attributes to the table, along with a commitment to being your best self, and you can be a part of a culture that rewards effort, celebrates uniqueness, and gives you the tools you need to succeed and become your best, fullest self along the way. Our culture empowers employees to chart their own career path. Our managers provide support and opportunities while offering freedom for employees to find their own Power to Be. Whether you decide to move up within the same department or expand to another cross-functional group, you will gain the well-rounded experience to succeed on your own terms.

Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Proven Quality. Leading Technology. Launch your career with Graco!