IT Capacity Planning Manager jobs in Bridgeport, CT

Bigelow Tea is the number one specialty tea company in the United States. We are a family-owned and operated business and a Certified B Corporation. Being a certified B Corp officially recognizes a commitment that has been part of the company’s DNA since it was founded over 75 years ago. Our purpose has always been about much more than making profits. We are committed to good citizenship, ethical business practices, accountability, transparency, protecting the environment, sustainability and supporting our communities. We pride ourselves in caring about each and every one of our employees. We have a long-term outlook and are constantly working to create an environment that inspires people to make positive contributions every day. Bigelow is currently looking for a select, talented individual, that shares our values, to join our growing team.

DEPARTMENT MISSION STATEMENT: Provide high availability of a flexible, reliable, secure, and cost-effective technology environment. Strategically plan, train, and implement technology for future company needs.

SUMMARY: This position reports to the Director of IT and will operate cross-functionally with all departments within the company.

The Technology Manager, End-User Delivery & Support

• Supports 400 end-users across all company locations throughout the United States. Our environment includes office, manufacturing and warehouse personnel.
• Oversees and directs the day-to-day activities of Bigelow Tea's Information Technology (IT) End User Service Delivery which includes monitoring and managing desktop support, general IT service desk issues, and VIP support functions to ensure optimal service.
• Maintaining high performance levels for service-related processes and recommending/implementing improvement activities wherever necessary. 
• Provides leadership and continuous guidance to the End User Service Delivery Team.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. 
• Ensuring that systems, procedures, standards and methodologies are in place to support outstanding service delivery. 
• Taking accountability for service delivery performance, and meeting customer expectations.
• Technology support for corporate conferencing/videoconferencing and ensuring the readiness of meeting room resources, such as presentation software and audiovisual systems.
  • Educating departmental staff and all end-users on the effective use of conference room technology.
• Contributes to the strategic vision of the technology environment. 

JOB DESCRIPTION:

Strategic Thinking and Goal Development

• Leads a technical team that continuously challenges themselves to drive innovative thinking and stay in front of trends and the changing technology landscape.
• Establishes and maintains relationships to stay abreast of technology trends and other business topics to inform business decisions. 

Execution of Technology Projects

• Provide Project Management and hands-on technical support of approved technology projects.
• Manage and guide the internal End User Service Delivery team and third-party service providers to ensure project success. 
• Projects may include upgrades of hardware and software, implementation/migration of services.

IT Management

• Establish, implement, and ensure compliance of technology standards, SOP's, policies, and processes.
• Ensure all IT policies and procedures reflect current best practices and comply with government regulations. Ensure strict adherence to defined IT policies and procedures.
• Manage the procurement of hardware and software and maintain effective equipment inventory, to ensure that the organization has high quality, efficient systems. Maintain adequate equipment inventory. 
• Assist in management and continually evaluate the performance of third party vendors and services.
• Provide technical support, troubleshooting, and guidance to staff.

Team Alignment and Development

• Create a strong and collaborative environment by being team oriented (needs to be credible; engender trust, respect and loyalty).
• Managing and/or directing the activities of IT Service Desk Technicians, both to directly support end users and to assist with IT department upgrades and other projects. Assess current department needs and help desk inquiries and assigns personnel to resolve each issue.

LEADERSHIP SKILLS REQUIRED:

• Proactive, collaborative and a leader with entrepreneurial spirit and vision.
• Understands the nuances of working in a family-owned organization.
• Ability to interact with all levels of the organization along with the self-awareness to both provide and accept feedback.
• Strong and effective communicator.
• Trusted advisor with the confidence and willingness to challenge in an appropriate and respectful manner.

DIRECT REPORTING POSITIONS: 

• IT Service Desk Technician (2 Direct Reports) 

EDUCATION AND/OR EXPERIENCE:

• Bachelor's Degree in Business or Information Systems.
• Information technology certifications a plus.
• Extensive knowledge of IT hardware (including endpoints), endpoint security, and networking in a multi-location environment.
• Strong understanding of hardware and software procurement, and ongoing support of end user computing resources.
• Experience with leading and mentoring staff.
• Ability to explain technical problems and offer solutions to those without technological training.

TRAVEL REQUIREMENTS:

• 10%-20%

Bigelow Tea is an Equal Opportunity Employer. Bigelow Tea does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.