Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work. Essential Job Duties and Responsibilities * Own/Contribute to team management. * Maintain frequent communication with regional managing leaders, peers, and IT teams to maintain awareness of current events, issues, and changing processes and standards. * Work with the Business and Information Systems teams on hardware/software requirements, deployment, testing, upgrades, and support issue escalation. * Assists team as needed when regional leader is out of office/not available and be a point of contact for team. * Responsible individual for managing team meetings (Start, manage content, presents, meeting minutes). * Managing/leading key aspect of processes and tools. * Own certain technologies and/or processes, make technical decisions/lead based on industry best practices. * Participate with interviewing and procuring team talent. * Coordinate onboarding and training of team new hires. * Assists with defining processes and procedures. * Participate in projects and tasks as required adhering to IT policies, procedures, and best practices. * Assists with defining processes and procedures. * Participate in vendor meetings and activities as required. * Proactively identify opportunities to improve and make recommendations for change. * Assists with coordinating and managing projects assigned to team. * Responsible for ensuring projects meet deadlines and stakeholder expectations. * Coordinate and manage project tasks adhering to IT policies, procedures, and best practices. * Provide effective communication of project progress to key stakeholders as required. * Assist with managing daily ticketing system (Service Now) responsibilities. * Daily monitoring and escalation of priority and aging tickets. * Create, document, and monitor problem records in ServiceNow when individual Incidents rise to a recurring or systemic level. Ability to escalate as required to drive for resolutions. * Meet or exceed service level agreements when dealing with incidents, projects, change, or problem management. * Assists team with identifying and addressing aging, unassigned, or stalled tickets. * Assists team with identifying and addressing SLA and MTTR breached tickets. * Assists team with maintaining up-to-date regional location data to ensure data accuracy. * Manage and monitor team member's Out of Office. * Experience with asset management concepts and maintaining accurate data. * Continuous maintenance and contributions to the support knowledge base. * Point of contact for customer escalations * Manage processes for team providing after hours and holiday coverage. * Participate with managing service desk call tree outgoing message (option to leave VM for IT On Call). * Coordinate and manage after hours rotation for team. * Business and after-hours escalation contact. * Maintain after hours process documentation. Education and Experience Requirements Education * Bachelor's degree in IT/computer science or a combination of related education and experience. Experience * Proven ability to manage a team and technical resources. * Minimum 5-8 years of direct end user support experience and technology, including Microsoft Windows, PC OS/Hardware/Software, O365, LAApply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjIyNzYxLjEwNTA4QG5vcmRzb25jb21wLmFwbGl0cmFrLmNvbQ