Lead and develop a team of System Analysts and information technology professionals through performance management, annual reviews, career coaching, and personal development planning, while promoting a people first culture.
Oversee end user support operations, ensuring timely and effective resolution of incidents, requests, and service issues through ServiceNow.
Drive service excellence by establishing support standards, monitoring ticket performance metrics, and continuously improving the end user experience.
Partner with infrastructure and cross functional technology teams to support enterprise wide infrastructure projects, system implementations, upgrades, and operational initiatives.
Ensure compliance with IT and business policies and audit requirements, including coordinating, measuring, and reporting on technical aspects of IT management.
Deepen technical knowledge and experience by assessing technology trends, version updates, and emerging or disruptive technologies that could impact operational excellence.
Establish departmental strategic roadmaps, define performance metrics, and deliver measurable results aligned to business and DT objectives.
Work with business leaders to understand organizational direction and identify opportunities for business optimization and process improvement.
Exemplify dedication to customer service excellence by ensuring systems perform optimally and deliver intended business value.
Lead financial management best practices through annual planning, budgeting, spend analysis, ROI assessment, and implementation of improvements that increase organizational agility and effectiveness.
Analyze processes, technologies, and operational results to identify enhancements that improve customer experiences and team efficiency.
Build strong relationships across all levels of the organization and collaborate effectively with business partners, technical teams, and leadership.
Communicate effectively with IT organizations, management, and business personnel through strong verbal, written, and interpersonal communication skills.
Develop and maintain departmental best practices, policies, and procedures across IT operations, service delivery, project execution, and operational management.
Other duties as assigned.
Requirements
Bachelors degree with five (5) or more years of experience in the field or in a related area.
One (1) or more years of management experience.
STANDOUT QUALIFICATIONS:
Masters degree
Ensure compliance with cybersecurity requirements, including software and hardware technologies, patch management, vulnerability remediation, and adherence to established security standards and guidance.
Demonstrate experience supporting Digital Manufacturing environments, including IoT devices, robotics, fabrication equipment, and related industrial technologies.
ITIL, COBIT, financial planning, budgeting, business acumen, data analytics, design thinking, agile, scrum
About Pierce, an Oshkosh company
At Pierce Manufacturing, we build trucks that protect people and communities around the world. To our team, there is no room for anything less than providing the absolute best. Since 1913, building truck bodies on Model T Ford chassis in an old converted church has evolved to creating highly customized, carefully designed and engineering pumpers, aerials, tankers and rescue units that have no equal. Today, you'll find more than 30,000 Pierce apparatuses on the road that are making a difference in people's lives, every day. To us, every step in the process of building our trucks is personal. From innovation and expertise, to the customization and service. Our trucks are designed to perform under the toughest conditions.
Digital Technology Manager R47055
The Digital Technology Manager, End User Services leads a team of System Analysts responsible for delivering high quality end user support services and driving operational excellence across the organization. This role oversees daily service delivery activities, including ticket management and issue resolution through ServiceNow, while ensuring a strong customer focused experience for internal users.
The DT Manager is responsible for the team's deliverables and execution of DT goals and strategy. This leader coaches and develops team members by setting clear expectations, providing ongoing feedback, and supporting career development plans. The role also partners across the organization to support infrastructure initiatives, process improvements, and technology projects that enhance the employee experience and business operations.
Additional responsibilities include defining budgets, driving innovation, improving service processes, and building a culture grounded in the DT Competencies of customer obsession, agility, results, and entrepreneurship, as well as the Oshkosh leadership traits.
Oshkoshcorporation · Greenville, WI