IT Endpoint Computing & Support Manager

Job Summary

Who is Pyrotek? Pyrotek is the most successful global industrial company you’ve never heard of (until now). Pyrotek is a global leader in high temperature materials and our products impact virtually everyone in the developed world. Our global team has worked for decades to deliver new technologies, advanced engineered systems and innovative materials to customers in industries all over the world. The last car, train and plane you rode in were all safer and more energy efficient because of Pyrotek. The beverage cans in your refrigerator are lighter, stronger and infinitely recyclable because of Pyrotek. Join our team and create, improve and innovate the everyday!

Essential Duties and Responsibilities

The IT Endpoint Computing & Support Manager will manage Pyrotek's global hardware and software assets in a distributed end user environment. Evaluate, assign, and oversee access for all endpoints and apply security policies and tools to reduce risks.  

What you'll do!

• Assist in the deployment and management of an IT Asset Lifecycle Management program for endpoint computing devices.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.  
• Serve as the ITSM (IT Service Manager) Administrator ensuring setup, automation, analytics, monitoring and creation of dashboards for management to see trending issues.
• Lead the development and maintenance of a centralized IT support knowledge base within the Service Desk platform including standard operating procedures.  
• Stay current on the latest trends in IT End User Computing and Technologies and advise leadership accordingly.
• Analyze and monitor for outages, trends, and global issues with services/applications/equipment.
• Participate and facilitate support calls if needed to resolve complex system issues. 
• Support, train, and share knowledge with peers, end users, and other teams as needed.
• Work and professionally interact with external vendors to plan and perform required work.
• Lead and coordinate the work to ensure end user support to include the following:
  • Tier 1 (Service Desk) and Tier 2 Support
  • Personal devices like PCs (Windows 10,11, BIOS/UEFI) and mobile (Windows, Apple, Android)
  • Productivity and collaboration platforms like Microsoft Office, Microsoft 365, UC (unified communications)
  • Computer peripherals like cables, monitors, wireless display, printers/MFPs, fax, and scanners
  • Imaging, configuring, and deploying computing devices (PCs, tablets, etc.), configurations, and applications
  • Hardware and software deployment tools like Microsoft MEM(SCCM)/Intune
  • Phone/Unified Communications equipment
  • Video conference room systems (cameras, microphones, sound systems, software/services, etc.)
  • Basic computing security (malware, access control, Email filtering, encryption, data loss prevention, etc.)
  • Basic networking (wired, wireless, ports, switches, routers, access points, etc.)
  • Basic Windows Server (2008 R2, 2012 R2, 2016), Active Directory, DHCP, DNS, Group Policy, DFS, File/Print, and certificate services
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.  
• Supervise, coach support, train and develop personnel in assigned area; resolve personnel issues, redirecting complex issues to management and HR in a timely manner; directly manage team members, including assigning and reviewing work, evaluating performance/compensation, developing plans for professional growth, resolving grievances, administering disciplinary action, interviewing employment candidates, and effectively recommending hires and terminations in a timely manner.

Click the I'm Interested button so our hiring team can review your application and schedule time to speak with you soon! 

What happens next? Once you submit your application / resume, a member of the recruiting team will send you an email with a self-schedule link to speak with one of our Recruiters. Watch your email for that link! 

Qualifications

Education/Experience  Bachelor’s degree in Information Technology, Computer Science or related field, plus a minimum of ten (10) years of experience with five (5) years of demonstrated experience in leading and supporting teams and in-depth experience in one or more of the following technology areas: 5+ IT service desk and support, and/or 5+ IT Service Lifecycle management; or equivalent combination of education and experience.  

ITIL (Information Technology Infrastructure Library) Certification a plus.

Knowledge/Skills/Abilities

• Core People Skills. Ability to positively interact and work collaboratively with a diverse group of people at all levels of the organization, as well as outside the company. 
• Communication Skills. Ability to speak clearly and persuasively in positive or negative situations, listen and obtain clarification, respond well to questions, and get messages across with the desired effect.  Proficiency in writing clearly and concisely and editing work for spelling, grammar, and accuracy.
• IT Asset Management Skills.  Excellent working knowledge of current IT technologies and software licensing agreements.   Technical competence with asset management software and/or inventory-tracking systems.  General knowledge of accounting and logistics practices to effectively and efficiently procure and transfer systems.  Ability to conduct research into product and service-related technologies.  Ability to work within a distributed end user environment.  
• Computer/Applications Skills. Solid working understanding of ITIL, COBIT best practices, and service management systems like SBM, ServiceNow, ServiceDesk, Zendesk etc. Knowledge of Telecom management (vendors, billing, services, equipment, SIP, VOIP, analog, PRI, PSTN, etc.).  Proficiency in Windows and Microsoft 365 productivity applications. Basic understanding of Internet Protocol (IP), Transmission Control Protocol (TCP/IP), and other network administration protocols.
• Contract Management Skills.  General knowledge of contract regulations and laws including knowledge of the business and business management principles such as resource allocation, coordination, and distribution.   Skill in developing constructive and cooperative working relationships with others to aid in negotiation and conflict resolution.  
• Analytical Skills.  Ability to use information/data and various metrics to develop an informed and factual business case.  Make sound decisions based upon a mixture of analysis, wisdom, experience, and judgment.  
• Problem Solving.  Ability to use logic, strategies, and appropriate methods to solve difficult problems with effective solutions.  Ability to look beyond the obvious and not stop at the first answer.  
• Flexibility/Dealing with Ambiguity.  Ability to comfortably handle risk and uncertainty and work through situations that require a willingness to negotiate or compromise to arrive at the best possible solution.  
• Core Business Skills. Ability to exercise sound judgement and discretion in handling of proprietary and confidential information. Displays willingness to make decisions and work independently, without significant direction and to use resources effectively to “figure it out”. Strong critical thinking skills, judgment and keen attention to detail and accuracy. Ability to work collaboratively within a matrix environment.  Exceptional prioritization, time management and organizational skills. Highly organized and self-disciplined. Ability to prioritize multiple tasks and projects successfully.  
• Strategic Change Agent.  Courage to make and encourage others to make difficult decisions.  Ability to foster commitment to the shared mission and vision of Pyrotek and actively lead in development/execution of strategic goals and objectives related to assigned responsibility. Ability to be persuasive, encouraging, and diplomatic and contribute to departmental and organizational change initiatives and process improvements while adhering to department and organizational principles, processes, standards, conventions, and industry best practices when performing work.  
• Leadership Skills.  Build a culture of tolerance, acceptance, and civility by setting an example to team members.  Ability to coach and motivate team members in planning, strategic product management, decision-making, teamwork, and process improvement.  Ability to effectively manage team projects to completion according to schedule.  Ability to provide regular performance feedback and to write annual performance reviews. Ability to foster attitudes, conditions and environments that guide teams toward excellence and a respectful, positive, transparent, and collaborative environment. Ability to develop team member skills and encourage growth, and to foster quality focus including improving product development processes and procedures.
• Professional Investment. Demonstrated commitment to personal professional development and life-long learning.  Proactively involved with professional and community organizations that promote professional growth and/or enhance Pyrotek’s ability to meet and/or exceed goals and objectives.  Demonstrated passion for developing others.
• Global Collaboration.  Ability to work collaboratively with people from around the world. 
• Travel.  Ability to travel by land and air, both domestically and internationally up to 15%.  Valid US Passport or ability to obtain.

Physical/Sensory Requirements
The following physical activities described here are representative of those required by a team member to perform the essential functions of this position. Reasonable accommodation, if feasible, will be made to enable individuals with disabilities to perform the functions of position.

While performing the duties of this job, the team member is regularly required to talk, hear, and see.  Must be able to participate in meetings, presentations, and other work sessions.  Must be able to sit for long periods-of-time, bend, and reach, use stairs, lift up to 25 pounds occasionally, communicate effectively in English by telephone, in person and in writing, and effectively use a personal computer, office equipment and telephone.  Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects is required.

Working Environment
While performing the essential responsibilities of this position, team member generally will work in an office environment. Global and/or domestic travel by land and air up to 15%.

Applicant Privacy Notice

Apply Here

The minimum and maximum salary range for this full-time position is $105k - $130k + benefits.  Relocation benefits may be available, if deemed applicable based on candidate location.  

Our salary ranges are determined by role, level and location.  Within the range, individual pay is determined by work location and additional factors, including but not limited to job-related skills, experience, and relevant education and/or training.  Please note that the compensation details listed in this posted role reflect the base salary only and do not include bonus or benefits. 

$105000 - $130000 / year

Pyrotek benefits include:

• Medical, Dental, Vision after 31 days
• Paid Vacation & Sick Leave
• 401(k) with generous match
• Profit Sharing
•  Supplemental Benefits

For a full summary of Pyrotek's benefit offerings, please click HERE.

Pyrotek is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

California residents please take a moment to review our California Resident Applicant Data Collection Notice