It Support Agent Jobs (NOW HIRING)

Airlite Plastics is a premier, privately held, family-owned manufacturer headquartered in Omaha, Nebraska. Our family style and personal culture is what makes Airlite an amazing place to grow and build a successful career. Airlite's company values of unquestionable integrity and respect and appreciation for each other are at the core of our success! These values set a strong foundation to build on where we can 'wow' our customers with innovative products and sustainable solutions, and continuously improve our processes and efficiencies.

Our product lines include rigid plastic containers and lids for food packaging and cosmetics, dry powder scoops, plastic drink cups, shipping containers, industrial strength insulated concrete forms (ICF) and sustainable permeable paving systems. As pioneers in our industry, focused on sustainable solutions, we strive to provide our customers with top-notch service and quality, which aligns with our award-winning products.

How would you contribute?

This role is a contributing member of our Airlite - Omaha team, located in Omaha, NE. As a Manager, IT Support you are a key to continued growth and success of Airlite. The Manager, IT Support is responsible for the leadership, development, and performance of end-user support teams while ensuring technology services deliver a reliable, secure, and high-quality user experience. This role provides people-first leadership in accordance with the Airlite Way, fostering accountability, continuous improvement, and collaboration across the organization.

• This position focuses exclusively on IT support operations, service delivery, workforce enablement, including the oversight of help desk functions, end-user devices, asset inventory, workplace technologies, and standardization support processes. The role also evaluates and responsibly adopts tools-such as AI-enabled service management and automation solutions-that improve support efficiency, responsiveness, and customer satisfaction.

• Essential Duties:

  • Leadership & Team Development (Airlite Way)

  • Manage, lead, coach, and develop IT support professionals in alignment with Airlite Way principles, emphasizing trust, accountability, transparency, innovation, and continuous learning.
  • Establish clear expectations, priorities, and performance goals for support teams; provide regular feedback, coaching, and development opportunities.
  • Build a culture of ownership, service excellence, and proactive problem-solving across IT support functions.
  • Promote collaboration with IT peers and business partners to ensure support services meet operational needs.
  • Model adaptable leadership by encouraging open dialogue, learning from feedback, and embracing change.

  IT Support Operations

  • Manage day-to-day IT support services, including help desk operations, end-user devices, inventory, workplace technology, and user-facing applications and tools.
  • Ensure timely, consistent, and high-quality support for internal users and approved external stakeholders.
  • Assess end-user hardware and software needs; recommend standardization, lifecycle management, and support process improvements aligned with service and cost objectives.
  • Own and continuously improve IT support workflows, ticketing practices, escalation paths, asset management, and knowledge management to enhance productivity and user experience.
  • Manage relationships with IT support vendors and service providers, ensuring performance meets SLAs, service expectations, and budget requirements.

  Service Enablement & Technology Adoption

  • Evaluate, pilot, and support tools that enhance IT support delivery, including automation, AI-enabled service management, monitoring, and self-service solutions.
  • Partner with IT leadership to identify secure, responsible, and value-driven support-related technology use cases aligned with governance standards.
  • Ensure support teams are properly trained and enabled to adopt new tools and processes while maintaining service stability and consistency.

  Project & Process Management

  • Manage, lead and coordinate IT support initiatives across business units, help desk teams, and vendors.
  • Plan and oversee support-focused initiatives such as device refreshes, software deployments, onboarding and offboarding events, and IT process changes.
  • Translate IT help desk management trends and user feedback into actionable improvements for service quality and customer satisfaction.
  • Ensure support-related projects are delivered on time, within scope, and aligned with service quality, cost controls, and operational goals.
  • Define, implement, and continuously improve IT support policies, procedures, standards, and SLAs to drive consistency and measurable performance.

  Do you have what it takes? Airlite Plastics is a versatile employer; complacency is not one of our strengths! We work hard each day to ensure that equipment efficiency and customer satisfaction never leave our line of sight. Successful candidates for the role will possess the following:

  Qualifications, Knowledge, Skills, and Abilities Required:

  • Strong people-leadership skills with the ability to coach, influence, and develop support teams.
  • Deep understanding of IT support operations, service delivery models, and customer experience principles.
  • Curiosity and openness to modern IT support practices, including automation and AI-enabled service tools.
  • Ability to solve complex service and operational problems using critical thinking and sound judgment.
  • Excellent organizational, communication, and stakeholder engagement skills.
  • Collaborative leadership style with the ability to build partnerships and drive change.
  • High ethical standards and strict confidentiality with sensitive information.
  • Ability to manage multiple priorities in a fast-paced support environment.

  Supervisory Responsibilities:

  Responsible for the overall direction, coordination, and evaluation of direct reports in IT support roles. Carries out managerial responsibilities in accordance with company policies and applicable laws, including hiring, training, work planning, performance management, employee development, and conflict resolution.

  Education / Experience / Certifications:

  • Bachelor's Degree or equivalent combination of education and experience.
  • Minimum of 5 years of experience leading IT support or service delivery teams.
  • Experience with IT service management practices, help desk operations, and end-user support environments.
  • Experience supporting the adoption of help desk management tools, automation, or emerging support technologies preferred.

Physical Demands & Work Environment:

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hand dexterity to operate office equipment including computer keyboards; reach with hands and arms; and talk and hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee may be exposed to moving mechanical parts.The noise level in the office work environment is typically quiet; when visiting the production floor the noise level may be loud.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB HAZARD ANALYSIS

All positions must have a current Job Hazard Analysis attached to the job description. See the JHA for Office Staff, located on the Company Intranet: Corporate Services> Safety> Job Hazard Analysis> JHA Office

Our Core Values Drive Us!

• Do you conduct yourself withunquestionable integrity?
• Do you demonstraterespect and appreciationfor those around you?
• Are youinnovativeand strive to challenge the status quo?
• Do you strive for continuous improvement and to deliver the"wow"factor?
• Do you care aboutenvironmentally sustainablesolutions?
• Do you takemeaning and pridein a job well done?

What's in it for you? As a Full-Time employee, you will be eligible for the following benefits:

• Health, dental and vision insurance
• Company paid life insurance
• Company paid short term disability
• Generous 401k match
• Generous Time Off
• Annual company activities