Position DescriptionAt a Glance Legrand has an exciting opportunity for a Supervisor – Onsite IT Support to join the company in West Hartford, CT.The IT Supervisor will guide and collaborate with a team of geographically dispersed onsite IT support staff, operating in a matrix reporting environment, in the delivery of PC-related support services and operations across Legrand North and Central America (LNCA). The supervisor will also serve as the lead onsite support resource for LNCA Headquarters in West Hartford, CT, providing a range of hands-on, technical support services to executive leadership, administrative and support staff, and shop floor personnel.The successful candidate will be responsible for the Legrand internal end user experience for the assigned geographic area on behalf of the Americas Infrastructure and Operations organization. This includes regional responsibility and supervision of onsite IT support staff, PC asset management lifecycle, service desk operations, incident management, employee onboarding, and operational reporting to support service performance and optimization targets. Additionally, the IT Supervisor will be responsible for implementing UX service delivery improvements, end user training and ongoing compliance with Legrand IT standards, regulations, and security policies. The IT Supervisor may also participate as a member of the Major Incident Management Team (responsible for driving resolution of major incidents during crisis mode).Primary Responsibilities
Supervise a team of regionally distributed onsite technical staff to deliver professional, timely and effective IT support services across LNCA while ensuring best in class customer satisfaction
Collaborate with regional and local IT leadership to set clear expectations around deliverables and milestones to onsite support staff while tracking them to completion
Serve as lead onsite support resource for LNCA HQ in West Hartford, CT, including PC provisioning/enrollment, physical inventory management of PCs and accessories, shipping devices to remote staff and providing remote technical support
Collaborate with the AM UX and Modern Workplace Teams on the Asset Management lifecycle (procurement through disposal) of PC hardware and software across LNCA
Ensure the timely and efficient resolution of issues in strong collaboration with global and regional infrastructure teams, regional stakeholders and external partners
Assist with the Major Incident Management process for the Americas (AM) Region, including timely and accurate communications to regional stakeholders, and documenting root cause
Collaborate with AM region UX team members and leadership in identifying incident trends and areas for improvement while partnering with corporate and regional service delivery teams in promoting ITIL process discipline
Serve as regional admin for ServiceNow platform and train onsite support staff, as necessary
Help develop, monitor and report KPIs and operational metrics to identify and drive initiatives to improve the quality of UX services
Seek feedback from AM regional business clients and stakeholders of IT UX services to identify and drive service delivery improvements
Develop and collaborate in the creation of technical documentation and confirm its accuracy and availability to defined service delivery participants and clients
Participate in and contribute to IT audits
Stay up-to-date with industry standards related to Industry 4.0 and ensure the company’s IT infrastructure complies with these standards
Provide boots-on-the-ground support for IT infrastructure projects or incidents involving West Hartford Data Center and/or nearby Legrand locations, as needed
QualificationsEducation:Bachelor of Science in Information Technology, Management Information Systems (MIS / IS), Computer Science, Engineering or equivalentMinimum Qualifications
3 years of experience in IT Infrastructure operational role(s), preferably in a manufacturing and/or distribution environment
1 year of experience supervising a team of 3 or more IT staff
Experience working in an ITIL-focused support organization with established incident management, service request, and change management processes
Experience with Microsoft Windows and Active Directory administration, supporting and troubleshooting MS Office Suite, MS Teams, SharePoint and OneDrive
Experience with configuring and maintaining Windows PCs and related accessories, supporting and troubleshooting Apple iOS mobile devices
Experience with endpoint detection and response (EDR) solutions
Experience with multifactor authentication (MFA) tools and support
Basic troubleshooting of wireless devices and networks
Preferred, Not Required
Demonstrated track record of working in an international role in a matrix reporting environment
Experience with Microsoft Azure, Intune and ServiceNow administration
Experience with Admin by Request (ABR) administration and support
Experience with Zscaler support and troubleshooting
Experience with virtual desktop (VDI) platforms and support
Experience with Microsoft Teams Rooms (MTR)
Microsoft, CompTIA and/or ITIL certification
Experience with SAP ERP, shop floor applications, label printers, scan guns, and manufacturing shop floor equipment: laser, punch, press
Experience with Industry 4.0 a plus
Knowledge, Skills, and Abilities
Customer service mindset: Emphasis on solving problems and getting the job done
Strong communication skills: Written and verbal
Excellent interpersonal skills: Ability to successfully collaborate with and support multiple stakeholders
Sense of urgency and proactivity: Ability to work in a fast-paced, time-sensitive environment, while managing multiple, competing priorities
Supervisory skills: Supervise internal and external staff, collaborate on goal setting and professional development
Assess individual team member performance and conduct performance reviews
Teaming and collaboration on local, regional and global levels
Persuasion, influence, and diplomacy in a matrixed environment
Able to learn new technologies quickly
Comfortable leading and/or contributing to multifaceted projects while simultaneously handling day-to-day operations and activities
Analytical, problem-solving and root cause identification skills
Work effectively at all levels of an organization
Executive management presence
Working Conditions / Physical Requirements
Primary environment: Ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Will also require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses and mandatory hearing protection
The performance of this position may occasionally require exposure to heights up to 25 feet
Regularly required to communicate and collaborate with internal and external technical staff, manufacturing staff and business stakeholders
Ability to lift 25 pounds
Ability to sit for extended periods of time
Occasional local travel to support nearby Legrand locations
Potential for domestic and/or international travel in support of corporate projects and key initiatives
Company InfoAbout Legrand Representing more than 150 years of innovation, Legrand is the global specialist in electrical and digital building infrastructures. Our purpose is improving lives by transforming the spaces where people live, work and meet with electrical and digital infrastructures and connected solutions that are simple, innovative and sustainable. Every day, over 39,000 Legrand employees work hard to enhance the buildings of tomorrow. Legrand is a global, publicly traded company listed on the Euronext ( Legrand SA EPA: LR ) with revenue of €7 billion, and products sold in 180 countries. For more information, visit www.legrandgroup.com/en About Legrand North and Central America Legrand North and Central America (LNCA) employs over 6,500 associates in 50 locations, working across six divisions/sector: Audio Visual, Building Controls Systems, Data Power and Controls, Electrical Wiring Systems, and Lighting. We hold a leading position in every North American market we serve and focus on exceeding our customers’ needs within the commercial, residential, and industrial industries. LNCA offers comprehensive medical, dental and vision coverage, as well as distinctive benefits like a high employer 401K match, above-benchmark paid maternity and parental leave, paid time off to volunteer, and an active/growing Employee Resource Group network. LNCA is an employee-centered, growing company with tremendous opportunity. For more information, visit legrand.us http://www.legrand.us http://www.youtube.com/legrandna http://www.linkedin.com/company/44580 http://twitter.com/legrandNA Equal Opportunity Employer LocationUS-CT-West HartfordPositions 1Category Information Technology