Manager I- IT USA

Manages and oversees First Solar’s North American infrastructure environment, ensuring reliable and secure 24x7 operational support for enterprise business functions and manufacturing operations. Provides leadership, direction, and resource management for the Infrastructure Operations team, including remote staff, to deliver high-quality network services and support. Responsible for managing personnel, processes, vendor relationships, budgets, and operational performance. Establishes and executes infrastructure strategies, policies, and procedures that support business objectives and operational excellence. Collaborates with global IT teams, business stakeholders, and manufacturing leadership to meet service level targets, support project initiatives, and drive continuous improvement. Monitors and reports key performance indicators (KPIs) to measure effectiveness, identify opportunities for improvement, and ensure delivery of world-class network services., * Acts as a trusted advisor to business stakeholders by understanding operational requirements, identifying opportunities for improvement, and recommending technology solutions that support business objectives.

• Defines and implements technology strategies, standards, methodologies, and service delivery models that align with business goals and future organizational growth. Organizational Change Management

• Evaluates the impact of process, technology, and organizational changes and supports successful adoption through planning, communication, and stakeholder engagement.
• Serves as a primary point of contact for business and IT stakeholders, facilitating collaboration, managing expectations, and ensuring customer satisfaction.

• Leads workforce planning, recruitment, employee development, succession planning, and performance management activities. Coaching & Professional Development

• Mentors’ employees, supports career growth, and promote continuous learning and professional development.
• Develops, manages, and monitors operating and capital budgets while ensuring effective use of company resources and adherence to financial objectives.
• Oversee supplier relationships, procurement activities, contract negotiations, and vendor performance to maximize value, service quality, and business outcomes. Ensure consistent delivery of reliable, secure, and customer-focused IT services through operational oversight, performance monitoring, and continuous improvement.
• Identifies opportunities to improve processes, technologies, and service delivery practices to increase operational efficiency, service quality, and customer satisfaction.

Essential Responsibilities:

• Lead the North America Infrastructure organization and foster collaboration with global IT teams and business stakeholders to deliver reliable and effective support services.
• Provide strategic and operational leadership for enterprise infrastructure support functions, including network, end-user computing, telecommunications, and plant floor technology support.
• Maintain working knowledge of manufacturing plant floor operations and the critical IT systems required to support production.
• Direct day-to-day support operations, ensuring timely incident resolution and effective problem management.
• Promote and enforce ITIL-based processes and ITSM best practices across support operations.
• Manage a multi-tier support organization, ensuring efficient escalation and resolution of service requests and incidents.
• Oversee procurement and lifecycle management of infrastructure hardware, software, telecommunications services, and support contracts within approved operating and capital budgets.
• Monitor, analyze, and report operational performance metrics, KPIs, and service-level results.
• Ensure compliance with enterprise standards, policies, and procedures governing infrastructure, end-user computing, and telecommunications technologies.
• Participate in and lead infrastructure-related projects and strategic initiatives.
• Ensure Operational Level Agreements (OLAs) and Service Level Agreements (SLAs) are measured, reported, and consistently achieved.
• Escalate critical issues and risks appropriately while communicating business impacts to leadership and business stakeholders.
• Support the achievement of IT and business objectives through service excellence and continuous improvement initiatives.
• Foster a culture of teamwork, accountability, customer service, and operational excellence.
• Ensure compliance with all company safety policies, procedures, and housekeeping standards.
• Other duties as assigned.
• Job description subject to change at any time.

Reporting Relationships:

• This position will report to IT Infrastructure Manager II.
• This position will have direct reports.

• Bachelor’s degree in information technology or related field or equivalent years of work experience.
• Minimum 6 years of related work experience.
• 3 - 6 years of team lead or supervisory experience or 1 year of management experience, * Strong understanding of business operations and the alignment of IT services and infrastructure with organizational objectives.
• Proven expertise in enterprise networks, infrastructure, and end-user computing technologies, including hardware, software, and connectivity solutions.
• Experience developing and executing infrastructure, end-user computing, and mobility strategies and technology roadmaps.
• Ability to consult, advise, and support stakeholders at all levels of the organization while maintaining a professional, customer-focused approach.
• Experience establishing, monitoring, and managing Service Level Agreements (SLAs) and operational performance metrics.
• Excellent communication, interpersonal, organizational, and problem-solving skills.
• Ability to assess current operational requirements and proactively plan for future business and technology needs.
• Strong analytical and critical-thinking skills with the ability to make sound technical and business decisions.
• Demonstrated leadership, supervisory, coaching, and team development capabilities.
• Proven ability to recruit, develop, engage, and retain high-performing employees.
• Knowledge of SOX compliance requirements, IT governance, and industry best practices.
• Ability to work effectively in a fast-paced, dynamic, and evolving environment.
• Working knowledge of ITIL principles and IT Service Management (ITSM) practices. ITIL certification is preferred.
• Ensures infrastructure services, systems, and processes comply with applicable regulations, corporate policies, security standards, and information management requirements.