IT Service Delivery Lead

IT Service Delivery Lead

The IT Operations Support Analyst supports operational technologies, manages user accounts, and leads IT initiatives (remotely) for our KS facility. This role provides frontline end user support and works closely with the Systems Administrator to ensure cohesive infrastructure operations.

This role requires being on-site at our Winchester, VA facility and the ability to drive between locations as needed.

Essential Duties & Responsibilities:

• Serve as the senior technical escalation point for the helpdesk team, resolving complex Tier 2/3 incidents across Monoflo's Winchester HQ, Stonewall Industrial Park, and Ezra Lane logistics facility.
• Triage, prioritize, and work tickets in the Kaseya queue; ensure SLA response and resolution targets are met and communicate status clearly to affected users and the IT Manager; ensure transparency of metrics and key performance indicators.
• Guide and mentor junior helpdesk technicians day-to-day, providing technical direction, on-the-job coaching, and quality review of resolved tickets.
• Enhance, follow and help enforce established incident, problem, and change management procedures; flag process gaps or recurring issues to the IT Manager with recommended fixes.
• Maintain and contribute to the team knowledge base, documenting solutions, runbooks, and step-by-step guides for common issues and recurring requests.

End-User Support & Customer Service:

• Deliver direct Tier 1/2/3 desktop, application, and hardware support to Monoflo employees across production floor, warehouse, logistics, and office environments.
• Provide outstanding customer service to users at all levels — from production line workers to department managers — with patience, clarity, and follow-through.
• Manage hardware and software provisioning, imaging, and onboarding/offboarding processes for new and departing employees.
• Support mobile devices, printers, scanners, and peripherals across all Monoflo facilities; coordinate repair or replacement as needed.

Manufacturing Technology Support:

• Provide hands-on IT support for Monoflo's industrial PCs and HMIs.
• Support technology across automated warehousing and logistics operations at the Ezra Lane facility, including barcode/RFID scanning, conveyor control interfaces, and WMS workstations.
• Coordinate with operations, maintenance, and engineering staff to troubleshoot and resolve technology issues on the production floor with minimal downtime.
• Execute patching, imaging, and device lifecycle tasks for ruggedized and production-floor endpoints within approved maintenance windows and in coordination with shift supervisors.

Network & Infrastructure Support:

• Perform hands-on administration of Cisco Meraki appliances — MX security, MS switching, and MR wireless — across Baker Lane HQ, Stonewall Industrial Park, and the Ezra Lane logistics facility; provide remote network and infrastructure support for the Ottawa, Kansas facility via Meraki dashboard and RMM tooling.
• Administer Microsoft Windows Server environments including Active Directory user/group management, Group Policy, DNS/DHCP, and routine patching across all Monoflo sites.
• Assist with network documentation tasks including maintaining VLAN records, IP address management, and site topology diagrams as directed by the IT Manager.
• Monitor system health, respond to alerts, and perform routine maintenance on servers, network gear, and UPS/power infrastructure at Monoflo facilities.

Managed Services Tooling (Kaseya One Suite):

• Utilize the Kaseya One platform — including VSA for RMM and IT Glue for documentation — as the primary toolset for daily support operations, remote management, and asset tracking.
• Execute and monitor automated patch management, remote monitoring policies, and scripted tasks within Kaseya VSA; report anomalies or failures to the IT Manager.
• Maintain accurate asset records, configurations, and documentation in IT Glue for all Monoflo-managed devices and infrastructure components.
• Contribute to automation and script improvement efforts within Kaseya VSA to reduce manual, repetitive support tasks.

Cross-Function Coordination & Projects:

• Act as the IT point of contact for day-to-day technology requests from Production, Operations, Logistics (MLS), HR, Finance, Sales, and Accounting — escalating issues or policy decisions to the IT Manager as appropriate.
• Deliver remote IT support for Monoflo's Ottawa, Kansas facility using RMM tooling, remote desktop, and phone/video assistance; coordinate on-site resolution through local contacts or third-party vendors when remote remediation is not feasible.
• Assist with vendor coordination for hardware repairs, ISP issues, and software support cases; track ticket status and communicate updates to the IT Manager and affected stakeholders.
• Support IT project execution tasks as assigned by the IT Manager — including new facility deployments, equipment refreshes, and system rollouts — ensuring on-time and on-quality delivery.
• Assist with onboarding and offboarding workflows, ensuring accounts, devices, and access are provisioned and deprovisioned accurately and promptly.

Required Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and hands-on experience.
• 3+ years of progressive IT support experience, with at least 1 year in a senior technician, lead, or Tier 2/3 helpdesk role.
• Working knowledge of the Kaseya One Suite or comparable RMM/ITSM tooling (VSA, IT Glue, or equivalent).
• Hands-on experience with Cisco Meraki appliances — MX, MS, and MR — including basic configuration, troubleshooting, and multi-site support.
• Solid Microsoft Windows administration skills: Active Directory, Group Policy, Windows 10/11, Windows Server 2016/2019/2022, DNS/DHCP basics.
• Demonstrated helpdesk or desktop support experience serving a diverse user base; ability to deliver calm, clear, patient support to non-technical users on a production floor.
• Experience supporting technology in a manufacturing, warehouse, or industrial operations environment preferred.
• Strong customer service instincts with excellent verbal and written communication skills.
• Ability to work across multiple shifts and facilities; flexibility for occasional after-hours response during critical incidents or maintenance windows.

Preferred Qualifications:

• ITIL v4 Foundation certification or equivalent service management training.
• Cisco certifications (CCNA, Meraki Solution Specialist) or equivalent networking credentials.
• Microsoft certifications (MD-102 / Modern Desktop Administrator, or equivalent).
• Experience with Microsoft 365, Entra ID / Azure AD, Intune MDM, and SharePoint administration.
• Experience supporting DelmiaWorks (EnterpriseIQ) ERP — including user account management, client troubleshooting, printing/reporting issues, and coordination with the application team or vendor support — is a significant plus.
• Familiarity with Scale Computing HC3 or HyperCore virtualization — including VM management, cluster health monitoring, and basic storage/compute administration — is beneficial.
• Exposure to automated or robotic production systems — industrial PCs, HMIs, barcode/RFID hardware, or conveyor control infrastructure.
• CompTIA A+, Network+, or Security+ certification a plus.

Technical Competency Profile:

Comprehensive Benefits & Perks: