Job Description

Summary

The position requires a high energy, customer focused, hands on individual who will be responsible for managing the global IT support team. The position will report to the VP of IT and Digitization.

The IT Service Delivery Manager is essential for leading our technical support team, which serves as the first point of contact for IT-related inquiries from our employees. This role is pivotal in ensuring that our support services are not just reactive but also proactive, aligning technical support with our organizational goals and employee needs.

The IT Service Delivery Manager will play a key role in driving the strategic direction of the support team, ensuring that our technology resources are leveraged to their fullest potential to support our mission and objectives. This position is based at our corporate headquarters in Lisle, IL. It requires occasional travel to other company sites.

Primary Responsibilities:

• Responsible for managing day-to-day IT Desktop support and Operations including system monitoring, defining, and maintaining operating procedures, and processes to improve efficiency and productivity.
• Creates, assigns, and manages support issues in the IT ticketing system; monitors and/or escalates tickets ensuring any critical issues are resolved in a timely manner to minimize business or customer impact.
• Leading and monitoring team performance, conducting performance evaluations, mentoring, training, and developing feedback reports.
• Responsible for the managing the IT relationship with site management.
• Communicate and collaborate with site management on the IT priorities, key projects, policies and training, and address any gaps.
• Responsible for monitoring key system performance metrics.
• Responsible to ensure that all reported/ticketed work is completed within defined SLAs.
• Responsible to ensure each facility has adequate coverage and consistent services.
• Responsible to ensure each facility is aware of standards, policies, and processes.
• Troubleshooting and resolving technical issues.

Knowledge, Skills, and Abilities:

• Technical Proficiency in Support Systems: Expertise in configuring and managing support ticketing systems, ensuring they are optimized for efficient issue tracking and resolution.
• Team Leadership: Proven track record in leading, mentoring, and developing IT teams. Ability to identify and nurture talent, delegate responsibilities effectively, and foster a culture of continuous learning and improvement.
• Problem-solving Skills: Exceptional capability in diagnosing and resolving technical and system-related issues swiftly and efficiently.
• Effective Communication: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Customer Service Orientation: A proactive approach to meeting and exceeding user expectations, ensuring high satisfaction with IT services.
• Analytical Skills: Aptitude for analyzing support data to inform decision-making and improve service delivery.
• Strategic Planning: Skill in developing strategic plans for the IT support function, aligning with broader organizational goals.
• Time Management: Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively in a fast-paced environment.

Requirements:

• Bachelor's degree in computer science, information technology, or a related field or equivalent experience
• Minimum of 8 years of experience in an IT Service Delivery or Service Desk role, with at least 3 years in a leadership role.
• Strong technical knowledge of pc/laptop management, MS office tools, network and server infrastructure, and cybersecurity principles.
• Excellent leadership, communication, and project management skills.
• Ability to strategize and solve problems efficiently.
• ITIL Knowledge and Experience.
• Experience working with global teams in a manufacturing industry will be preferred.

United States EEO Statement

CTS Corporation is an affirmative action/equal opportunity employer who complies with all applicable federal, state and local employment laws. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at CTS Corporation will be based on merit, qualifications, and abilities. It has been and shall continue to be both the official policy and the commitment of CTS Corporation to further equal employment opportunities for all persons regardless of, among other characteristics, race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified individual with a disability, or any other characteristics protected by applicable Federal, State or Local law.

We fully comply with all applicable Department of Labor and EEOC rules, regulations, guidelines, and orders including but not limited to Executive Order 11246 and 41 C.F.R. §§ 60-1.4, 60-250.5(a), 60-300.5(a) and 60-741.5(a). The parties hereby incorporate the requirements of 41 C.F.R. §§ 60-1.4(a)(7), 29 C.F.R. Part 471, Appendix A to Subpart A, 41 C.F.R. § 60-300.5(a) and 41 C.F.R. § 60-741.5(a), if applicable. Except where prohibited by law, all offers of employment are contingent upon successfully passing a background check and drug screening.

ADA accommodation statement: If you require reasonable accommodation in the application process, call Human Resources at 630.577.8811. All other applications must be submitted online.

United States Additional Considerations

It is unlawful in all states where the Company operates, including Massachusetts, to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates applicable laws may be subject to criminal penalties and civil liability. The Company does not require a lie detector test as a condition of employment nor continued employment.

Applicants must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the United States.

No agencies, please. We do not accept any unsolicited resumes and are not looking to engage an agency. We receive inquiries from agencies daily. Do not direct any inquiries or emails to hiring managers. It is not our standard practice to utilize agencies; we are a federal contractor and need to comply with the same process for all.

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