Supervisor, IT Support & Experience

Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family! Supervisor, IT Support & Experience Hybrid, 3 days a week in Mequon Position Purpose Do you believe great technology should just work —and make employees more productive, connected, and engaged every day? In this role, you will shape and lead the enterprise Digital Workplace experience , owning the strategy, delivery, and continuous improvement of the tools and services employees rely on to do their best work. You will oversee the end-to-end Digital Workplace ecosystem , including service desk operations, productivity and collaboration platforms, desktop engineering, and employee engagement channels. As the strategic voice of the user, you'll translate employee feedback, experience data, and operational insights into meaningful enhancements that drive satisfaction, adoption, and business impact. This role blends product ownership, service leadership, and people management , offering the opportunity to influence how work gets done across the organization. What You'll Do Set the vision and roadmap for the Digital Workplace product portfolio, ensuring solutions are intuitive, reliable, secure, and aligned to employee and business needs. Champion the employee digital experience , leveraging insights, metrics, and feedback to continuously improve tools, services, and support models. Lead service desk and end-user support strategy , ensuring high-quality, efficient, and user-centered experiences across a global enterprise. Drive adoption and engagement of core productivity and collaboration tools through strong communication, change management, and experience design. Partner cross-functionally with Business Relationship Managers and stakeholders to align technology delivery with business strategy and workforce productivity. Deliver high-impact, cross-functional initiatives , balancing priorities, timelines, and resources to achieve measurable outcomes. Lead and develop teams responsible for Desktop Engineering, Digital System Administration, Service Desk operations, and workplace engagement functions. Manage the Managed Service Provider (MSP) , ensuring SLA performance, quality standards, and operational excellence. Ensure compliance with Environmental, Quality, and Safety Management System requirements. Provide on-call escalation support as part of a 24/7 manufacturing environment when required. Minimum Qualifications Bachelor's degree in Information Technology, Business, or a related field—or equivalent practical experience. 4+ years of experience in IT, end-user services, or digital workplace environments. Experience contributing to or leading high-performing teams . Strong knowledge of modern digital workplace platforms, productivity tools, and collaboration technologies. Excellent communication, analytical, and problem-solving skills. Demonstrated passion for user experience, service optimization, and continuous improvement . Ability to manage competing priorities and lead cross-functional efforts in a fast-paced environment. Willingness to travel as needed. Preferred Qualifications Master's degree in Information Technology, Business Administration, or a related discipline. 6+ years of progressive experience in IT service delivery, digital experience management, or related fields. Experience with Microsoft Intune Proven people leadership experience in a customer-focused, service-oriented environment . Hands-on success improving service desk operations and end-user support models. Experience leading enterprise-wide initiatives with significant user impact. Ability to lead hybrid or geographically dispersed teams . Familiarity with change management, process improvement methodologies (Lean, Six Sigma), and performance metrics. Strong understanding of employee experience strategies, digital adoption practices, and engagement frameworks. We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO). Supervisor, IT Support & Experience 3.6 3.6 out of 5 stars 12121 N Corporate Parkway, Mequon, WI 53092 Full-time Charter Manufacturing Co., Inc. 57 reviews Full-time Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family! Supervisor, IT Support & Experience Hybrid, 3 days a week in Mequon Position Purpose Do you believe great technology should just work —and make employees more productive, connected, and engaged every day? In this role, you will shape and lead the enterprise Digital Workplace experience , owning the strategy, delivery, and continuous improvement of the tools and services employees rely on to do their best work. You will oversee the end-to-end Digital Workplace ecosystem , including service desk operations, productivity and collaboration platforms, desktop engineering, and employee engagement channels. As the strategic voice of the user, you'll translate employee feedback, experience data, and operational insights into meaningful enhancements that drive satisfaction, adoption, and business impact. This role blends product ownership, service leadership, and people management , offering the opportunity to influence how work gets done across the organization. What You'll Do Set the vision and roadmap for the Digital Workplace product portfolio, ensuring solutions are intuitive, reliable, secure, and aligned to employee and business needs. Champion the employee digital experience , leveraging insights, metrics, and feedback to continuously improve tools, services, and support models. Lead service desk and end-user support strategy , ensuring high-quality, efficient, and user-centered experiences across a global enterprise. Drive adoption and engagement of core productivity and collaboration tools through strong communication, change management, and experience design. Partner cross-functionally with Business Relationship Managers and stakeholders to align technology delivery with business strategy and workforce productivity. Deliver high-impact, cross-functional initiatives , balancing priorities, timelines, and resources to achieve measurable outcomes. Lead and develop teams responsible for Desktop Engineering, Digital System Administration, Service Desk operations, and workplace engagement functions. Manage the Managed Service Provider (MSP) , ensuring SLA performance, quality standards, and operational excellence. Ensure compliance with Environmental, Quality, and Safety Management System requirements. Provide on-call escalation support as part of a 24/7 manufacturing environment when required. Minimum Qualifications Bachelor's degree in Information Technology, Business, or a related field—or equivalent practical experience. 4+ years of experience in IT, end-user services, or digital workplace environments. Experience contributing to or leading high-performing teams . Strong knowledge of modern digital workplace platforms, productivity tools, and collaboration technologies. Excellent communication, analytical, and problem-solving skills. Demonstrated passion for user experience, service optimization, and continuous improvement . Ability to manage competing priorities and lead cross-functional efforts in a fast-paced environment. Willingness to travel as needed. Preferred Qualifications Master's degree in Information Technology, Business Administration, or a related discipline. 6+ years of progressive experience in IT service delivery, digital experience management, or related fields. Experience with Microsoft Intune Proven people leadership experience in a customer-focused, service-oriented environment . Hands-on success improving service desk operations and end-user support models. Experience leading enterprise-wide initiatives with significant user impact. Ability to lead hybrid or geographically dispersed teams . Familiarity with change management, process improvement methodologies (Lean, Six Sigma), and performance metrics. Strong understanding of employee experience strategies, digital adoption practices, and engagement frameworks. We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).