Nailor Industries, Inc. is known for our industry leading customer focused approach to providing innovative commercial and industrial HVAC products. Nailor manufactures a unique and comprehensive line of products including Air Control & Distribution products, VAV Terminal Units, Green Building products, Fan Coil Units, Electric Duct Heaters, Sound Attenuators, Air Handling Units, and Filter Housings.
Our primary manufacturing facilities include multiple sites in Houston, TX and employ 700+ Operations employees.
Position Summary:
We are seeking a proactive and strategic IT Manager to lead our Service Desk and IT Security Operations. This role is responsible for ensuring high-quality technical support across the organization while implementing and managing robust cybersecurity policies and procedures. The ideal candidate will possess a strong blend of technical expertise, leadership ability, and a security-first mindset to drive excellence in end-user support and enterprise protection.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
Service Desk Leadership:
- Manage day-to-day operations of the IT Service Desk team, ensuring timely resolution of technical issues and exceptional customer service.
- Establish performance metrics and KPIs to evaluate team efficiency and service delivery.
- Manage service requests, incidents, and escalation processing using ITSM tools.
- Coach, mentor, and train support staff to deliver efficient and customer-focused service.
- Develop and maintain IT support processes, deploy knowledge management tools, escalation protocols, and improve SLA performance.
- Oversee onboarding/offboarding IT procedures and user access controls.
IT Security Management:
- Implement, monitor, and enhance security controls, policies, and procedures in compliance with industry's best practices and regulatory requirements.
- Lead the enforcement of cybersecurity policies and procedures across the organization.
- Oversee monitoring, investigation, and response to security incidents and system vulnerabilities, including conducting root cause analysis and implementing corrective measures.
- Lead the management of endpoint security solutions, firewall policies, system patching processing, and the development and delivery of security awareness and training initiatives.
- Conduct regular risk assessments, audits, and compliance checks with relevant frameworks (e.g., NIST, ISO, HIPAA, etc.)
- Celebrate with other IT and business units on a secure system architecture and industry compliant access control strategies.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Bachelor's degree in information technology, Computer science, Cybersecurity, or related field (certifications such as CISSP, CISM, or ITIL preferred).
- 5-10 years of progressive IT experience, with at least 2 years in a leadership or management role.
- Demonstrated experience managing a service/help desk function.
- Strong understanding of cybersecurity principles, tools, and risk management frameworks.
- A clear understanding of client/server technology and network architecture.
- Excellent communication, problem-solving, and project management skills.
- Proficiency in MS Office, specifically Excel, Word and PowerPoint.
- Basic understanding of artificial intelligence and common applications.
- Great project management skills, including organization, planning, time management and prioritization.
Key Competencies
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer service mindset with a proactive approach to user support and security.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.
- The ability to walk between multiple buildings within a campus and traverse up and down stairwells.
- Capable of lifting or moving up to 25 lbs. occasionally (e.g. moving computer equipment or supplies).
- Ability to communicate clearly and effectively in person and via telephone or video conferencing.
- Work in an office setting with occasional visits to warehouses or production facilities.
- Occasional travel may be required to off-site locations.
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