IT/OT Services Support & Operations Manager

Who We Need

New-Indy Containerboard (NICB) is seeking an IT/OT Services Support & Operations Manager with based in Ontario, CA to lead an internal bi-coastal services support team, infrastructure operations administrators, and a third-party tier-1 24x7x365 staffed partner(s) to provide support to New-Indy’s four containerboard manufacturing operations environment, three packaging companies encompassing around 15 manufacturing plants, and our main headquarters office. This role is responsible for overseeing daily support and operational aspects of both IT and Operational Technology systems. This role involves ensuring the stability, integrity, and continuity of services, collaborating with IT and OT teams, and driving improvements in technology practices and security. The manager also focuses on aligning IT and OT infrastructure with business priorities and maintaining adherence to security and compliance protocols. The IT/OT Services Support and Operations Manager will work closely with site leaders, Enterprise IT/OT team members, and end-users to enhance IT/OT support and operational services, improve response times, and develop strategies to optimize helpdesk performance. This role requires a hands-on leader with strong technical expertise, customer service focus, and the ability to manage a distributed team, and 3rd party vendors. In essence, the IT/OT Services Support & Operations Manager bridges the gap between IT and OT in the multiple NICB’s sites, ensuring that both systems operate effectively and securely to support the organization's overall business goals, while supporting the Enterprise IT/OT Teams strategies and programs to be successfully implemented, maintained and optimized.

What You Will Do

Services Support

• Manage all resources, including financial resources, key help-desk personnel and critical 3rd party partner(s) teams, to support information technology operations and service management goals and objectives for the Enterprise IT/OT Teams.
• Oversee the day-to-day operations of the bi-coastal helpdesk team, ensuring timely issue resolution.
• Direct daily operations of the service desk, ensuring prompt and effective handling of support requests and SLA compliance.
• Analyze key performance indicators (KPIs) and service level agreements (SLAs) such as First Time Resolutions, Resolution Time, Customer Satisfaction, Ticket Volume, among others to identify and act on areas for improvement.
• Manage helpdesk staffing, scheduling, and workload distribution to maintain operational efficiency.
• Lead and mentor the support staff, fostering a collaborative atmosphere and encouraging professional growth.
• Formulate and implement a technical strategy that aligns with the organization’s goals and enhances service delivery.
• Evaluate and manage the tools and systems utilized by the support team, including ticketing software and self-service platforms.
• Deliver high-quality technical assistance to both customers and internal users, ensuring issues are resolved efficiently.
• Organize training sessions to enhance team members' technical skills and customer service capabilities.
• Coordinating with other IT/OT departments to understand their needs and address any issues that may affect their operations. This cross-departmental collaboration is vital to ensure that all parts of the organization are supported adequately by IT/OT services.
• Maintaining IT/OT documentation, ensuring that all processes, configurations, and procedures are documented thoroughly.
• Develop IT/OT Support Policies & SOPs – Standard Operating Procedures.
• Promote awareness of security issues among end-users and ensure sound security principles are reflected in the organization's vision and goals.
• Develop and maintain strong relationships with manufacturing sites to understand IT/OT support needs and drive continuous improvements.
  
  

Operations

• On behalf of Enterprise IT/OT Infrastructure Team, provide daily management and maintenance to the IT and OT infrastructure, including servers, networks, storage, backups, VoIP, and other hardware and software components.
• Oversee regular patching schedules to ensure that vulnerabilities are identified and remediated swiftly, both on traditional on-premises and cloud hosted infrastructures.
• Ensure that IT/OT operations comply with pre-defined standards and SOPs.
• Monitor and optimize the performance of IT/OT systems, infrastructure, networks, VoIP and other solutions to ensure they meet business needs and maintain efficiency.
• Ensure backups and traditional daily/weekly/monthly preventative maintenance activities are successful in place.
• Develop and maintain strong relationships with Enterprise IT/OT Teams – Infrastructure, Security, IT & OT Solutions – to understand IT/OT operational needs and drive continuous improvements.
• Act as an escalation point for complex technical issues and collaborate with other IT & OT departments for resolution.
• Work in collaboration with 3rd party partners – cloud providers, MSPs, etc., and vendors – OEMs such as Cisco, Dell, and others to properly leverage services provided and hold vendors accountable to contracted SLAs.
  
  

What You Will Need

Knowledge, Skills, and Experience

• Bachelor’s degree in computer science, Information Technology, or a related field (equivalent experience considered).
• 10+ years of IT operations and/or services/support experience, with at least 5 years in a leadership or management role.
• Organizational skills, attention to detail, follow-up, documentation preparation and maintenance skills, and customer service orientation are crucial for success in this role.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, conflict resolution, and questioning.
• Strong knowledge of ITIL framework.
• Experience in managing cross-functional teams and processes.
• Exceptional written and oral communication skills.
• Ability to conduct research into a wide range of issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Reliable and available to work a flexible schedule including nights and weekends.
• Strong experience managing an enterprise helpdesk team in a manufacturing or industrial environment preferred.
• Expertise in IT support tools such as ticketing systems, remote support tools, and asset management systems.
• Experience with Microsoft Office 365, Windows OS, Mac OS, Active Directory, VPN, and networking fundamentals.
• Knowledge of ITIL best practices and experience implementing service management frameworks a plus.
• Ability to commute as needed between corporate offices, mill, and packaging locations around Southern California sites.
  
  

What To Expect

Work Environment & Conditions

This position is based in Ontario, CA, with an oversight of a bi-coastal helpdesk and infrastructure administrators' team. The corporate office environment is typically quiet with a controlled temperature, while manufacturing facilities may involve higher noise levels and warmer temperatures. Regular travel to mill and packaging facilities is expected, up to 50% depending on projects, while averaging 25% monthly.

Physical Demands

• 40-hour on-site work week. Emergency call-in availability for 24-hour production environment. Flexibility to work outside standard business hours when needed for IT/OT planned maintenance activities.
• Ability to work on-site at industrial facilities, which may include working in hazardous environments or under strict safety protocols.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Be able to lift 40 lbs. unassisted.
• Physically able to participate in sessions, presentations, and meetings.
• Some travel may be required for the purpose of offsite software and system integration efforts, and team building and development activities.