IS Technology Support Manager

Position Description

Lead operational technology (OT) and information technology (IT) support across xPL OSM manufacturing facilities. Drive reliability, security, and continuous improvement of technology supporting manufacturing operations, inventory management, logistics, warehouse operations, and facility productivity. Manage Technology Support team, establish operational standards, processes, and technology roadmaps to enable safe, efficient, and reliable manufacturing operations while partnering with stakeholders to deliver standardized, scalable technology solutions across multiple manufacturing facilities..

Essential Duties

Key Responsibilities

• Lead, manage, and develop Technology Support team to provide operational technology and information technology support for manufacturing operations through reliable delivery of technology services and infrastructure, supporting multiple xPL OSM manufacturing facilities.
• Establish and communicate standardized support processes, documentation, and operational procedures to enhance team operational effectiveness and productivity.
• Coordinate technology support activities to minimize disruption to production and operational workflows.
• Develop Technology Support team staffing plans and resource allocation to support facility growth; engage with xPL and IS leadership for talent acquisition approval.
• Engage with and manage vendor relationships supporting manufacturing technology and manage vendor access, remote connectivity, and operational security.
• Coordinate technical support for manufacturing applications, inventory systems, and warehouse management systems.
• Partner with xPL Manufacturing leadership to understand, advise, and prioritize technology initiatives.
• Oversee technology infrastructure supporting xPL manufacturing, warehouse, logistics, and inventory operations.
• Manage reliable operations of production systems, mobile devices, scanners, label printers, kiosks, workstations, and warehouse technologies.
• Develop escalation procedures for technology issues impacting production.
• Drive operational improvements through technology standardization, automation, and innovation working in collaboration with Information Services (IS) and xPL OSM team.
• Standardize technology deployments and oversee wired and wireless infrastructure across manufacturing locations.
• Manage technology asset management and lifecycle planning.
• Support new xPL manufacturing facility startups, expansions, and technology implementations.
• Manage facility and team compliance with cybersecurity standards for manufacturing environments.
• Identify and mitigate technology risks affecting operational continuity and coordinate and communicate technology maintenance and patching activities with minimal production impact.
• Develop, communicate, and oversee team’s adherence to key performance indicators (KPIs) to measure service quality, technology availability, and operational performance.
• Lead continuous improvement initiatives supporting automation, mobility, and inventory accuracy.
• Maintain support documentation, knowledge articles, and operational standards.
• Establish and oversee OT/IT security governance, including network segmentation, zone and conduit controls, and vendor remote access management across manufacturing facilities.
• Other activities, duties, and responsibilities as assigned. #LI-ML1