CASY-MSCCN Jobs

Brewer Science, Inc. is a major innovator of high-technology solutions for the semiconductor / microelectronics markets. We are currently seeking a purpose-driven candidate with an ownership mentality to fill an open position as an IT Manager - Customer Support and Operations. This position will be located in Rolla, MO.

Summary: This position will lead Brewer Sciences Support and Operations teams with a focus on continuing to provide excellent customer support services for employees leveraging IT provided endpoint devices, applications, and technology services.

Responsibilities:

• Leverage Jira Service Desk tools to define reports and advanced views/queries that reveal trends, resource needs, opportunities, and efficiencies.
• Collaborate with the team to build out scalable tools for auto-deploying, managing, and securing Windows, MacOS, iOS, and iPad endpoints.
• Lead cross-team meetings to leverage modern technology tools for scaled compliance and management of endpoints and infrastructure assets. Focus on reducing manual, repeated operations and/or fixes.
• Facilitate ongoing communication between IT Operations Engineers and Helpdesk considering operations support challenges and resolutions.
• Work with team members to effectively build out electronic library for internal team SOPs, KBs, training, customer facing FAQs, and help articles.
• Utilize Atlassians Confluence, Jira, and internal web page to provide relatable, easy to follow self-service framework for customers seeking IT assistance.
• Develop multiple resources for Brewer Science customer technology training that aligns with processes and culture, including new employee training, internal seminars/webinars, and internal online videos, courses, and documentation for leveraging IT services/tools available to employees.
• Engage in partnership meetings with business unit leaders to ensure customer support and gauge effectiveness and responsiveness.
• Collaborate with the team on complex endpoint needs in production labs and facilities, including developing scalable backup options and implementing security updates and firewall protections.
• Actively engage as a collaborative contributor across IT by attending regular meetings with IT Managers/Teams and IT Director to cover cross-scope issues and develop proactive plans to address challenges.

Manager Responsibilities

• Mentor team to ensure effective and responsive customer support in conjunction with security, best practices, automated/scalable tools, and root cause diagnostics.
• Work with team leads/direct reports on relative processes and tools for gaining efficiency through proactive measures.
• Manage employee success by setting clear expectations, providing continuous feedback, supporting professional development, and creating an environment of psychological safety and intentional inclusion.
• Maintain company policies, processes, and procedures.
• Participate in continuous leadership development.
• Communicate and coordinate alignment with other leaders, groups, and departments.

Education and Credentials:

• BS/BA in Computer Science, Computer Engineering, Information Technology, or related field
• 6+ years of related experience with helpdesk and/or operations support.
• Demonstration and/or credentials reflecting an equivalent combination of education and related experience can be considered a substitute for the above.
• 5 years experience in a management role preferred

Required Skills?

• Ability to communicate technical information with customers and other team members at a level of understanding that is effective to the intended recipient.
• Familiarity with the administrative toolsets available on Windows operating systems for setting policies, managing disks/partitions, event log processing/analyzing, managing security/permissions, security updates, system level changes, etc.
• Familiarity wi h endpoint hardware/firmware and their interconnecting functions: BIOS, CPU, RAM, SSD vs Hybrid vs Spinning disks, RAID types, NICs, PXE booting, etc.
• Experience with endpoint management technologies focused on zero-touch technologies for scaling, security, and consistent endpoint deployments of operating systems, applications, tools, and policies.
• Knowledge of DNS, DHCP, SFTP, and other network services, to include basic network configurations for TCP/IP.
• Experience with Microsoft Office 365 cloud solutions and general support.
• Experience with MacOS and Linux.
• Experience with enterprise virtualization of desktops, servers, and applications.

Benefits At Brewer Science, we are a Top Workplace, Certified Employee-Owned, Certified B Corpandtrade;, and GreenCircle Certified Zero Waste to Landfill. By joining Brewer Science, you will be eligible to receive benefits including:

• Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
• Paid leave, including community service leave, wellness breaks, and other special leave
• Employee stock ownership, 401k, and bonus plans
• Educational assistance and employee assistance program

**Application Process: To apply for this position please complete the online application. This position is open until filled. Screening will begin immediately.

Equal Employment Opportunity - M/F/Disability/Veterans**