IT Supervisor

Job Summary

At Silencer Central, we believe in being customer-oriented, getting stuff done, and expecting excellence in everything we do. These core values drive the work and passion of our team members, and they unite our business and customers.

Job Responsibilities & Essential Functions

• Team Leadership & Business Systems Operations
  Supervises, coaches, and develops the business systems team, owning hiring, performance management, growth, and day-to-day support for direct reports.
  Oversees the reliable operation and support of core business systems and services, including help desk, business applications, email, network, and conference room technology.
  Sets and maintains standards for system administration, configuration, support response, documentation, and ensures the team works consistently to them.
  Manages support queues, prioritization, and escalations so that service levels are met across all business areas and verticals.
  Balances workload across the team, protecting against overload and ensuring coverage for critical services and on-call needs.
  Partners with the platform team to keep system configurations and integrations aligned with shared architecture and governance.

• Making the Manufacturing & Business Services Product Vertical
  Works with business stakeholders in Manufacturing and Services to understand objectives, translate needs into technology solutions, and sequence work appropriately.
  Coordinates with platform and other vertical leads to align the vertical’s work with enterprise standards and to surface and resolve conflicts between local and shared priorities.
  Acts transparently about which “hat” is being worn, ensuring the vertical does not receive preferential claim on shared business systems resources.

• General

  • Delivers clear written and oral communication, responds to questions and concerns, and produces specific outcomes and impact.
    Establishes and maintains productive working relationships within and outside of own area.
    Monitors industry trends and directions and discusses possible impact on internal strategies.
    Assesses and validates decision options and predicts their potential impact.
    Maintains a sense of urgency and a positive attitude.

Job Requirements & Qualifications

• Bachelor’s degree, preferably in information systems, business, or a related field required.
  Minimum 5 years of experience in IT operations, business systems, or a related area, including direct experience supporting help desk, applications, email, network, and end-user services.
  Prior supervisory or team-lead experience, with the ability to coach, develop, and hold a team accountable.
  Hands-on familiarity with administering and supporting enterprise systems (e.g., CRM/ERP such as NetSuite, collaboration/email platforms, and network and conferencing services).
  Experience leading projects or initiatives, with some program management experience; comfort with both waterfall and agile methodologies.
  Demonstrated ability to balance competing priorities across multiple stakeholders or business areas fairly and transparently.

• Accountability — Understanding of the importance of being accountable and ability to focus on those activities that have the greatest impact on meeting work commitments.
  Collaborating — Knowledge of collaborative techniques and ability to promote a culture of information sharing and working together to solve business problems and meet business goals.
  Communication — Understanding of the importance of insightful listening and communicating, and ability to provide information and messages in a way that produces clarity and impact.
  Continuous Learning — Understanding of the rationale behind the necessity to continually learn and grow and the ability to seek performance feedback and identify approaches to improve own performance and that of others.
  Customer Focus — Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  Industry Knowledge — Knowledge of the organization’s industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply this knowledge appropriately to diverse situations.
  Innovation — Understanding of the value of innovation and ability to develop new ideas and initiatives that improve the performance of the organization.
  Teamwork — Knowledge of the necessity and value of teamwork; experience with and ability to participate effectively as part of a team.
  People skills, with the ability to engage diplomatically with stakeholders and communicate changes that may not be aligned with the original expectations.

Compensation And Benefits

• Salary: $115,000 - $135,000 DOE.
  Incentive Bonus
  Unlimited PTO
  Company Paid Holidays
  Health Insurance: Copayment Plus Plans or High-Deductible Health Plan with $750 - $1,500 HSA match
  Dental Insurance
  Vision Insurance
  LTD and STD Insurance
  Company Paid Life Insurance
  401(k) with Company Match
  Employee Discount Program with industry partners