Senior Supervisor, IT Support

We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

The Senior Supervisor, IT Support will oversee a team of IT technicians who are responsible for providing level 1 and 2 support for a regional population of employees. This role will be responsible for ensuring that client service and support is provided safely, reliably, responsively, and efficiently across all locations and will seek to continually improve services provided to clients.

Duties and responsibilities:

• Reliable Operations: Design, implement, and operate IT service and support processes, in conjunction with the enterprise solutions teams and leadership, to ensure reliable service and support to our clients and delivery within defined SLAs. Manage process for communicating outage activities to the business.

• Customer First: Ensure support staff provides consistently high-level of customer service to clients; maintain focus on improving services and support provided to customers.

• Delivery Collaboration: Work closely with other IT teams to understand end user impact of changes and project activities; coordinate communication and training of personnel to support end users throughout change process.

• Embedded Security: Partner with Cyber Security teams to raise end user awareness of security standards; ensure service and support processes are developed and implemented with robust security embedded, in compliance with Critical Security Controls.

• Vulnerability Management: Partner with infrastructure operations team to ensure PCs and workstations are regularly patched and in compliance with nVent standards and policies.

• Compliance: Ensure relevant IT procedures are developed and implemented in compliance with relevant SOX/IT general controls; support data collection requirements for audit.

• Risk and Life-Cycle Management: Partner with service owners to monitor and lead life-cycle risk for all IT technology solutions and establish plans for remediating risks; work with IT leadership to budget and schedule remediation projects.

• Innovation and Technology Leadership: Partner with Enterprise Solution teams to conduct research on emerging products, services, protocols, and standards in support of IT technology procurement and development efforts; proceed with new solutions only when technologies have evolved to the point of being ready to produce reliable, safe services. Display bias towards stability over innovation.

• People Development: Lead and develop a team of IT technicians to build an environment where we are able to attract and retain talent, where people want to work, where they feel they have the opportunity to grow, and where they are clear about how they can be successful in their role.

• Capacity Management: Apply resource management methods and tools to track and manage resource capacity and utilization within the team, and ensure appropriate allocation of resources.

• Bachelor's degree in business or information systems preferred

• Ideally 5+ years of experience leading teams; supervising a regional support function would be a plus

• A broad awareness of all of the products of the IT organization plus technical knowledge, to permit purely business-driven recommendations of the solutions most appropriate to internal clients' needs

• Strong customer service orientation with the ability to explain technical concepts to non-technical users

• Operational knowledge of support processes

• Solid understanding of ITIL processes

• Ability to motivate and direct staff members and subordinates

• High sense of urgency and accountability

• Problem solving, troubleshooting, and analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions

• Experience with Microsoft technologies including M365/Office365, Windows, and Active Directory

• Experience with end point technologies including laptops, mobile phones, printers, tablets, handheld scanners, and more

• Established collaboration and leadership skills to lead and participate in resolution of raised incidents across multiple technology domains

WE HAVE:

• A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day

  • nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across industry-leading brands that are recognized globally for quality, reliability and innovation.

  • Our principal office is in London and our management office in the United States is in Minneapolis. Our robust portfolio of leading electrical product brands dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, SCHROFF and TRACHTE. Learn more at www.nvent.com.

• Commitment to strengthen communities where our employees live and work

  • We encourage and support the philanthropic activities of our employees worldwide

  • Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money

• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:

  • Innovative & adaptable

  • Dedicated to absolute integrity

  • Focused on the customer first

  • Respectful and team oriented

  • Optimistic and energizing

  • Accountable for performance

• Benefits to support the lives of our employees

Benefit Overview

At nVent, we value our people and their health and well-being. We provide a broad benefits package with meaningful programs for eligible full-time employees that includes:

• Medical, dental, and vision plans along with flexible spending accounts, short-term and long-term disability benefits, critical illness, accident insurance and life insurance.

• A 401(k) retirement plan and an employee stock purchase plan - both include a company match.

• Other supplemental benefits such as tuition reimbursement, caregiver, personal and parental leave, back-up care services, paid time off including volunteer time, a well-being program, and legal & identity theft protection.

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.