BIOS Maintenance / Support Lead, Manager

The BIOS Maintenance / Support Lead is responsible for leading the data maintenance and support initiatives for the BIOS transformation program, ensuring efficient and effective operations in alignment with the program's goals. This role works collaboratively with fellow BIOS Leads and the Transformation Program Lead to facilitate successful delivery of program objectives from a data support and maintenance perspective, while also identifying emerging needs and mitigating potential risks. The Lead is responsible for developing and managing team members for day-to-day support operations, defining the support and maintenance processes, continually working towards the highest level of service quality, and ensuring adherence to the program's budget and resource allocation.

CORE RESPONSIBILITIES AND TASKS:

• Manage the maintenance and support functions of the BIOS program​
• Develop and maintain plans, processes, and protocols to ensure efficient and effective maintenance and support operations​
• Facilitate timely and effective resolutions of incidents and problems across the BIOS program​
• Identify and mitigate potential issues and risks associated with program maintenance and support​
• Collaborate closely with other BIOS leads to identify emerging maintenance and support needs and to ensure alignment with the program's goals​
• Conduct regular reviews of support and maintenance operations to identify areas for improvement and implement appropriate changes​
• Establish and maintain relationships with BIOS stakeholders and vendors to ensure optimal support services and resolution of incidents​
• Develop and maintain a comprehensive knowledge base to support customer requests and issue resolution​
• Manage team resources and allocate work to facilitate efficient support and maintenance operations​
• Work with other managers to ensure adherence to BIOS program's budget and resource allocation

FORMAL EDUCATION:

Required:

• Bachelor's degree in Computer Science, Information Technology, Business or a related field, or in lieu of a relevant degree, at least 8 years of relevant experience in program maintenance and support roles. 

KNOWLEDGE & EXPERIENCE:

Required:

• 12+ years of experience working in an enterprise-level IT environment, with a focus on support and maintenance activities​
• 6+ years of experience managing and leading a team of direct reports
• Experience with IT service management and operational support processes​
• Proficiency in ITIL frameworks and ITSM tools​
• Experience with ServiceNow or other similar incident management tools​
• Strong analytical and problem-solving skills​
• Demonstrated experience in leading a maintenance and support team​
• Excellent interpersonal, leadership, and communication skills​
• Ability to work well under pressure

TECHNICAL/SKILL REQUIREMENTS:

Required:

• IT Service Management (ITSM) tools (e.g. ServiceNow)
• ITIL frameworks
• Windows and Linux operating systems
• Network and server infrastructure
• Cloud infrastructure (e.g. AWS, Azure, GCP)

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show! 
At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.
Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experie