Information Technology Manager

• Provide level I & II IT helpdesk support for AEM staff with a strong emphasis on consistent and timely customer service. Requests will vary in complexity.
• Troubleshoot PC/Tablet issues, including hardware and software.

o Support Windows 11 & M365 applications including: Exchange, Teams, SharePoint Online, Word, Excel, PowerPoint, Bookings, and Intune. o Develop, document, and conduct staff training for a wide range of IT topics, system software, and policies.

• Develop and update IT orientation content and workflows quarterly.
• Setup User accounts, licensing, and staff devices for new AEM staff.
• Complete IT offboarding for staff departures.

o Serve as the owner & administrator for the Customer Contact Center platform used at AEM. o Oversee AEM's IT Security Awareness platform, KnowBe4.

• Conduct Quarterly Permission Audits.

o Assist in IT Security operations (Firewall, Cloud App Security, Multifactor Authentication). o Write detailed procedures for resolving a variety of technical issues & maintain AEM's IT staff user knowledgebase. o Oversee AEM conference rooms and serve as the go-to resource and maintain documentation, conduct training, and engage with AV vendor for enhancements/issue resolution in AV programming. o Analyze trends in the IT Service desk ticket queue to propose updated policies and procedures. o This position has one direct report.

Successful candidates will hold a bachelor's degree or higher in a computer-related field and have a minimum of 3-6 years' experience, as well as demonstrated competencies in:

• Ability to travel 3-4 times per year to AEM's satellite office in Washington, D.C.
• Ability to respond & research a variety of technical issues, prioritize issues and respond to staff in a timely and professional manner.

• Highly proactive and motivated individual with the ability to work in a team environment and independently.
• Strong IT security mindset and understanding of principles.
• Customer-service oriented, with advanced written and verbal communication skills.
• Comfortable presenting to and training medium-large groups.
• High degree of technical aptitude and ability to adapt in a fast-paced environment.

• Demonstrated problem-solving and critical thinking skills.
• Experience with service desk ticket systems, M365 Administration, IT Security, and daily IT operations preferred.

AEM is the leading organization in North America advancing construction and agriculture equipment manufacturers and their value chain partners in the global marketplace. In enabling growth together, AEM and its members build momentum for the equipment manufacturing industry and the markets it serves.