Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

The IT Supervisor is responsible for leading the local Edgewood IT team and managing all IT and related business processes for Smiths Detection, Inc. (SDI). These responsibilities include technical support for all Smiths Detection Inc. computing devices, and associated. The IT Supervisor will identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard SLT’s. They will respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. They will also support all SDI Projects and Initiatives as required to ensure successful implementation across SDI. The IT Supervisor will collaborate with vendors and service providers as required. Additionally, they will follow commonly used concepts, practices, and procedures of the help desk industry.

Job duties to include but are not limited to;

• Provide Level 1,2, and 3 technical support to all SDI employees
• Be Onsite Mon-Fri to manage the local IT Team; flexibility on weekends for local patching of servers
• Provide performance reviews and 1-1’s including IDP’s
• Receive and log all phone calls, emails, and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact
• Manage tickets and tasks to SDI standards and ensure SDI SLT targets are met 
• Identify problem trends and report to IT Director for further analysis
• Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it’s necessary
• Provision and manage computing devices per the SDI standards and policies
• Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
• Assist in creating and supporting the implementation of new technologies and services in Windows 11 and managing BIS initiatives and projects as required
• Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
• Assist the IT director in the creation, implementation and maintenance of policies, procedures, and associated training plans
• Create/Maintain documentation as required
• Support Asset Management for all Client Service devices
• Support Windows Server 2016 and newer
• Support local AV systems for Townhalls & Company meetings.
• Availability to travel to support other SDI locations by car is required.

Education Requirements 

Required/Preferred Preferred

Education Level Bachelor’s Degree

Additional Qualifications

Comptia A+, Net+, Imaging, Intune, O365 Admin, Active Directory, Azure AD, SCCM, Patch Management, Teams & Sharepoint

Years of Experience

Recommended Minimum  5 years

Comments

Minimum 5 years of experience in information technology and management

Technical Knowledge and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, qualifications, competencies, and abilities and any physical demands if required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Self-motivated and proactive approach to managing key accounts
• Establish and maintain a professional relationship with customers/prospects
• Excellent oral and written communication skills
• Ability to present information in front of a large group
• Excellent interpersonal and communication skills

• Ability to read, write, and interpret general business periodicals, professional journals, or government regulations

• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience in a customer service oriented, customer support environment and IT service desk environment desire.
• Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
• Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).
• Experience with Patch management, Imaging, and IT Asset Management (inventory)
• Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.
• Ability to organize and manage multiple tasks and priorities.
• Ability to establish and maintain effective working relationships with those contacted in the course of work.
• Knowledge of ITIL Service Delivery processes
• Maintain confidentiality of information; communicate effectively with the more difficult customers.
• Be on-site Monday-Friday to support the business end-users

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• The employee is frequently required to sit; the employee is occasionally required to walk and stand.

• Will be required to travel domestically
• Must be able to move and/or lift up to 25 pounds occasionally
• Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area
• Must have the manual dexterity and coordination to operate office equipment

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity PostersIf you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected].

The compensation for this position ranges from $93,280- 175,000/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.

#SDNA

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)