MacLean Power Systems (MPS) is a leading manufacturer of engineered products and solutions used in the maintenance, repair, upgrade, and construction of transmission, distribution, and substation infrastructure. LEADING THE WAY in innovation, MPS is dedicated to keeping the power infrastructure performing optimally by supplying world-class solutions to fulfill the needs of customers who maintain electrical services to consumers worldwide. We operate seventeen facilities across North America and continually invest in our manufacturing capabilities to better serve our customers. Learn more at ;br>
Job Summary
The IT Site Support Leader serves as the primary bridge between centralized IT and plant/site operations. Operating as the primary accountable point of contact for local IT outcomes, this role balances enterprise IT standards with real-world plant needs. While maintaining essential hands-on infrastructure capabilities, the role primarily leads through coordination and influence driving the successful "last mile" of technology rollouts, resolving production-impacting escalations, and ensuring site readiness across a centralized and outsourced support model.
Job Duties
- Site IT Leadership & Stakeholder Alignment
- Strategic Bridge: Serve as the primary liaison connecting centralized IT, site leadership, and external partners.
- Lead Through Influence: Drive successful IT outcomes, align stakeholders on priorities, and manage local expectations without formal direct reports
- Project Management & Execution: Manage localized IT project tracking, dependency mapping, risk identification, and timeline alignment.
- Site Readiness & Rollout Accountability
- The "Last Mile": Own the final stages of execution for enterprise deployments, ensuring complete site readiness for ERP implementations, infrastructure upgrades, and hardware rollouts.
- Adoption & Support: Ensure that newly deployed solutions are properly adopted by site operations and fully supported by local and centralized teams.
- Own the final stages of execution for enterprise deployments, ensuring complete site readiness for ERP implementations, infrastructure upgrades, cybersecurity initiatives, and hardware rollouts.
- Production Escalation & Resolution
- Escalation Ownership: Take full ownership of identifying, tracking, and driving the resolution of technology issues that impact production or site operations.
- Cross-Functional Resolution: Proactively coordinate with centralized IT queues, the outsourced service desk/MSP, external vendors, and shopfloor technology partners to resolve critical issues rather than simply escalating and waiting.
- Voice of the Site & Support Optimization
- Feedback Loop: Act as the voice of the site back to IT, proactively surfacing recurring issues, operational constraints, and technology adoption challenges to improve future decision-making.
- Field Support Input: Provide direct input to help shape the overarching field support model (determining the optimal mix of onsite, regional, and centralized support) based on the specific complexity of the site.
- Centralized & Outsourced Model Coordination
- Partner Orchestration: Coordinate and oversee work performed by Tier 1 service desks, and third-party telecom/cabling contractors.
- Vendor & Asset Management: Maintain accurate hardware and software inventory, coordinate depot services, and hold vendors accountable for timely break-fix resolutions.
- Documentation & Knowledge Transfer: Maintain accurate site IT documentation, including infrastructure diagrams, support procedures, asset records, vendor contacts, and recurring issue patterns.
- Hands-On Infrastructure Maintenance
- Local Infrastructure Support: Perform necessary "smart hands" duties in server rooms and wiring closets, including network rack organization, switch troubleshooting, and cable patching.
- Site Health Checks: Conduct routine preventative maintenance and troubleshooting for local networks, wireless access points, and conference room AV equipment.
- Success Measures
- Performance in this role will be evaluated against the following indicators:
- Site Readiness: Successful, on-time execution and adoption of technology rollouts with minimal disruption to site operations.
- Escalation Handling: Speed, efficiency, and communication quality when driving resolution for production-impacting issues.
- Continuous Improvement: Quantifiable reduction of repeat site issues through root-cause identification and central IT feedback.
- Asset Accuracy: Maintaining precise local hardware, software, and infrastructure inventories.
- Site Satisfaction: Positive feedback and strong alignment between plant leadership and central IT.
Experience and Education
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- 2 to 4 years of experience in site support, IT project coordination, field engineering, or IT service management; manufacturing, distribution, or other operational site experience strongly preferred.
Competencies/ Skills
- Influence & Leadership: Proven ability to lead initiatives, drive accountability, and manage vendor/partner performance (e.g., CentiServe) without formal authority.
- Communication & Prioritization: Exceptional verbal and written communication skills with a strong emphasis on follow-through and stakeholder alignment.
- Technical Acumen: Solid foundation in networking fundamentals, local infrastructure, Windows/macOS environments, and hardware diagnostics.
- Operational Focus: Strong understanding of manufacturing/plant operations and how technology impacts production lines.
EOE-Minority/Female/Disability/Veteran
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and for compliance with certain record keeping requirements. MacLean Power, LLC has a long-standing commitment to equal employment opportunity for all its associates and applicants for employment. MacLean Power, LLC believes all persons are entitled to equal employment opportunities and does not discriminate against its employees or applicants for employment because of race, color, gender, affectional or sexual orientation, domestic partnership status, ancestry, religion, national origin, citizenship status, marital status, disability, veteran status, age or any other protected group status.
All job offers are conditional, upon successful completion of pre-employment screening, including criminal checks, drug testing, employment, and education verification.
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