IT Shared Services Supervisor - Fort Smith, AR

Welcome to Hytrol Careers

Overview

We are seeking an experienced IT Shared Services Supervisor to lead our IT support team in a fast-paced manufacturing environment. This is a hands-on, on-site leadership role — not a purely managerial position. With only two IT staff members at the Fort Smith facility, the right candidate must be equally comfortable troubleshooting at the technician level and providing strategic direction. Strong organizational alignment and cross-functional communication are essential; this role is expected to operate as an integrated partner to corporate IT, not independently.

The role is responsible for ensuring reliable, efficient IT support across corporate and production operations, with a strong focus on service quality, team leadership, and minimizing downtime for business-critical systems, including ERP platforms.

Responsibilities

• Lead and supervise on-site IT support staff, providing day-to-day direction and technical mentorship
• Perform hands-on technician-level work, including hardware/software troubleshooting, device configuration, and break/fix support
• Prioritize and manage issues impacting production, warehouse, ERP, and business operations
• Act as the escalation point for complex technical and system-related issues, including ERP support
• Maintain consistent communication and alignment with corporate IT leadership, infrastructure, ERP, and cybersecurity teams to resolve cross-functional issues
• Support IT needs related to Epicor ERP, manufacturing systems, and facility expansions
• Identify and implement process improvements and automation opportunities
• Ensure the local environment adheres to enterprise standards, policies, and governance frameworks

Qualifications

• Bachelor’s degree in IT or related field, or equivalent experience
• 5+ years of IT support experience, with manufacturing environment experience strongly preferred
• 4+ years of leadership or supervisory experience in an IT capacity

Required

• Hands-on experience with hardware, peripherals, and general technician-level support
• Windows environment, Active Directory, and endpoint management
• Networking fundamentals: LAN/WAN, wireless, IP networking, and basic network troubleshooting
• Experience with IT ticketing systems and service desk operations
• Experience supporting ERP systems (Epicor strongly preferred)
• Familiarity with manufacturing technologies: RF devices, WMS, industrial PCs and printers
• Microsoft Entra ID (formerly Azure AD) administration
• Cloud platform experience (Azure, AWS, or similar)
• Scripting or coding experience to support automation and efficiency improvements
• Interface with corporate leadership
• Printer/peripheral management

Preferred

• VMware virtualization experience

Skills

• Strong leadership with a hands-on, lead-by-example style
• Excellent communication skills, with the ability to align effectively with both on-site teams and corporate IT leadership
• Operates as a collaborative, integrated partner, not a siloed function
• Strong problem-solving ability with a sense of urgency
• Ability to prioritize effectively in a fast-moving, production-driven environment
• Customer-focused mindset across both technical and business stakeholders

Work Environment

• Fully on-site role supporting both office and manufacturing floor operations at the Fort Smith, AR facility
• Frequent interaction with production areas; adherence to PPE and safety requirements as applicable
• Occasional after-hours or on-call support may be required
• This is a hands-on position — candidates should be comfortable working at both a supervisory and technician level on a daily basis

Education

High School Diploma or GED Required

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