IT Sr Customer Support Supervisor

Join Resideo's One IT team that offers IT support to Resideo end users across the globe. You will oversee and deliver effective technical customer support to a growing user base, while delivering solutions and managing multiple projects and issues simultaneously in a fast paced environment and enable users to make informed decisions in a connected way. You will participate in prioritization, enhancements, break fix activities and stability analysis. You will guide support staff, be the point of escalation for complex issues, perform root cause analysis, track and enable resolution and permanent fixes of issues to ensure the highest levels of customer satisfaction and premier customer experience. Create a positive IT experience for all customer by leveraging your analysis skills to deep dive complex IT issues. Leverage your change management skills to Implement timely IT improvements to improve overall Customer Satisfaction. Achieve challenging department goals and ensure best in class IT Support.

**JOB DUTIES**:

- Deliver end-to-end specialized IT support tailored to manufacturing operations.
- Lead and manage a support team of up to 4 members, ensuring high performance and service quality.
- Provide simultaneous IT support across two manufacturing sites, maintaining consistent service levels.
- Oversee vendor relationships, including coordination, performance tracking, and issue resolution.
- Manage the procurement, setup, and decommissioning of IT assets in line with lifecycle policies.
- Maintain accurate documentation and generate reports to support audits and operational transparency.
- Develop user-friendly IT guides and deliver training to enhance user self-sufficiency.
- Test and implement effective solutions for technical issues, ensuring long-term stability.
- Actively participate in internal and external audits, providing required documentation and support.
- Identify potential issues proactively and implement preventive measures.
- Perform in-depth troubleshooting and root cause analysis to resolve recurring problems.Monitor and maintain IT equipment inventory to ensure availability and readiness.

**YOU MUST HAVE**:

- 7+ years of IT experience in the manufacturing industry with a strong understanding of operational environments.
- Proven experience leading and mentoring IT support teams to deliver high-quality service.
- Proficient in SharePoint and the Microsoft 365 suite for collaboration and productivity.
- Fluent in conversational English with excellent communication and interpersonal skills.Proactive, results-oriented, and driven by a preventive and continuous improvement mindset.

**WE VALUE**:

- Client service experience
- Experience in continuous improvement and risk assessment
- Effectively demonstrates ability to deliver on complex situations or problems without guidance or supervision
- Excellent customer focus
- Conveys information with clarity, ensuring messages are understood across diverse, global teams
- Ability to use desktop computer hardware and software knowledge to assess, diagnose, and correct problems for customersProgramming knowledge is a plus.

**WHAT'S IN IT FOR YOU?**
- Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
- A collaborative and inclusive work environment where your contributions are valued.
- Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
- Access to cutting-edge tools, resources, and a supportive team to help you excel.The chance to work with a global, innovative company shaping the future in its industry.#LI-JB1

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