IT Support Manager

Volvo - Ridgeville, SC

Full-time - Mid Level

Ridgeville, SC

10,001+ employees

Transportation Equipment Manufacturing

About the position

The Factory Support Lead (IT Support Manager) at Volvo Cars is responsible for managing the day-to-day operations of the Factory Service Desk and onsite support teams. This role serves as the single point of contact for Factory and Office related operations, focusing on incident resolution, change management, and monitoring production systems primarily in Windows and Linux environments. The position aims to enhance organizational efficiency through continuous improvement and effective team management.

Responsibilities

• Manage day to day operations of the Factory Service Desk, Factory onsite and Office onsite support teams
• Schedule staff to secure proper support levels for multiple shifts
• Prioritize work based upon business priorities
• Assist in high-priority incidents to resolution
• Monitor IT systems
• Perform incident, problem and change coordination
• Review metrics for SLA adherence and process improvements
• Manage asset and hardware lifecycle planning
• Oversee patch management and security compliance
• Coordinate with business counterparts to support new requirements
• Develop and implement continuous improvement activities
• Participate in on-call rotation supporting multi-shift operations
• Perform other duties as assigned

Requirements

• Bachelor's degree in a Computer Science area or equivalent experience
• 5+ years of experience working in a digital field
• ITIL process knowledge
• Strong Windows operating system knowledge
• Understanding of wired and wireless networking
• Understanding of IT security fundamentals
• Enterprise software deployment and automation system experience
• ServiceNow experience preferred
• Capability to build and maintain good business relationships
• Strong troubleshooting and analytical skills
• Strong verbal and written communication skills
• Focused upon delivering results

Nice-to-haves

• ServiceNow experience preferred

Benefits

• Competitive medical, dental, and vision plans
• Tax-advantaged savings accounts
• Wellness program with discounts and gifts
• Voluntary benefits
• Robust retirement savings plan with employer contributions
• Global paid parental leave policy
• Discounted rates for leasing a new Volvo through the Volvo Employee Lease Program