Information Technology Supervisor - Lenze Americas Corporation

Lenze is a global manufacturer of electrical and mechanical drives, motion control and automation technology - offering products, drive solutions, complete automation systems, and engineering services and tools from one single source. We accommodate support to the customer throughout the entire machine development process – from the control system to the drive shaft, from the initial idea to after-sales.

Our products can be found in many industries, including automotive, packaging, material handling and logistics, robotics, and commercial equipment (pumps/fans). A global network of distributors and representatives makes Lenze Americas perfectly positioned to meet the motion control needs of customers worldwide. Lenze Americas, the American subsidiary of Lenze SE of Germany, is headquartered in Uxbridge, Massachusetts; corporate global headquarters are in Hamelin, Germany.

Position Summary

The IT Service Desk Supervisor oversees the daily operations of the IT service desk, ensuring timely resolution of technical issues and high-quality support for end users. This role includes managing Tier 1 staff, providing Tier 2/3 support, and coordinating IT projects to enhance service delivery. The IT Service Desk Supervisor is also responsible for implementing and maintaining service desk processes, aligning with both local business needs and global standards to improve efficiency and user satisfaction

Key Responsibilities Include

Service Desk Leadership

• Supervise the Tier 1 service desk team, ensuring they meet response and resolution targets and provide excellent customer service.
• Provide Tier 2/3 technical support for more complex issues, ensuring timely escalation and resolution.
• Ensure all service desk operations adhere to defined SLAs, ensuring a 1-hour response time for all tickets during working hours.
• Train and mentor service desk staff, continuously improving technical expertise and customer service skills.

Business Partnership and Collaboration

• Collaborate with business units to understand their IT support needs and ensure the service desk delivers solutions that enhance productivity.
• Act as a point of contact between IT and other departments, ensuring user feedback is captured and used to optimize service delivery.
• Support business-critical applications and systems, providing consistent and reliable technical assistance.

Global Standard Integration

• Ensure service desk processes and tools are aligned with global IT standards while adapting them to local business requirements.
• Collaborate with global IT teams to implement best practices, improve service desk tools, and streamline workflows.
• Participate in audits and compliance initiatives, ensuring service desk operations meet regulatory and security standards.

Process Improvement and Documentation

• Develop, document, and optimize service desk processes to ensure efficiency and consistent service quality.
• Regularly review service desk performance metrics, identifying areas for improvement and implementing changes to enhance service delivery.
• Maintain detailed records of support tickets, issue resolutions, and user feedback to drive continuous process improvement.

Project Support and Implementation

• Lead or participate in IT projects related to service improvements, system upgrades, and new technology deployments.
• Collaborate with IT leadership to ensure projects are completed within scope, timeline, and budget while meeting business goals.
• Document and communicate project updates, milestones, and system changes to ensure smooth transitions and minimal disruption to daily operations.

Qualifications Include

• 7+ years of experience in IT support or service desk roles, with at least 2 years in a supervisory or team lead position.
• Proficiency in managing IT service desk tools (ServiceNow) and a solid understanding of ITIL practices.
• Strong technical knowledge of Microsoft 365, including Exchange, Teams, and SharePoint, as well as troubleshooting hardware, software, and network issues.
• Experience with IT security practices and compliance, particularly in maintaining adherence to frameworks such as ISO 27001 and GDPR.
• Excellent communication and customer service skills, with the ability to translate technical issues into business language for non-technical users.
• Experience managing projects related to IT service delivery or infrastructure upgrades, ensuring alignment with business objectives.
• Strong problem-solving abilities, capable of troubleshooting escalated issues and driving them to resolution.
• Ability to work independently while managing a team, balancing strategic initiatives with day-to-day operational support needs.

Competitive Company Benefits

• Blue Cross Blue Shield Medical and Dental Insurance - PPO and HMO Options
• FSA, HSA options
• Eyemed Vision Insurance
• 401(k) with up to a 4% company match with Fidelity
• Up to 3 weeks of PTO
• 10 company paid holidays (8 fixed and 2 floating holidays)
• Company paid short term, long term, and ADD & D insurance
• Up to 13 weeks 100% paid parental leave after one year of service
• Supplemental insurance plans (Identity theft, cyber protection, additional life, etc.)
• Tuition reimbursement
• Sit/stand desks
• Fully remodeled office setting

Lenze is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.