IT Supervisor

Company Overview

Hamilton Storage provides automation solutions to customers in life science and clinical research. The company develops modular, scalable systems that automate sample storage, management, and processing. Hamilton provides all the benefits of advanced automation without the complexity associated with installing, operating, and maintaining large-scale custom systems. Acquired in 2007, Hamilton Storage is headquartered in Franklin, Massachusetts, USA with R&D facilities co-existing in both Franklin, MA and Bonaduz, Switzerland.

The decentralized R&D organization benefits both production and marketing and allows Hamilton to stay close to the local markets and respond quickly to market needs.

This position provides technical assistance and support to end users regarding applications, computers, and peripherals. The IT Supervisor will oversee the IT ticketing system, liaise with the Swiss IT team, supervise 1-2 junior employees and interns, and support the overall business in IT related matters. The position also manages IT projects and prepares IT-related standard operating procedures.

• Provide Tier 1 and Tier 2 support for incoming queries and issues related to systems and networking.
• Provide exceptional IT service to all Hamilton storage employees and resolve their support needs.
• Function as the bridge between local users and the local network environment and policy development and control in Switzerland.
• Oversee and report on IT process metrics and ticketing system.
• Effectively prioritize workflow between external and internal employee requests.
• Consistently provide excellent communication and response time for issues.
• Maintain appropriate documentation in all IT systems.
• Develop and document solutions by developing standard operating procedures (SOPs).
• Effectively communicate complicated computer problems to Tier 3 Swiss IT Support.
• Collaborate productively as appropriate with other members of the IT team.
• Coach computer users on topics associated with their computer problems.
• Manage and drive completion of IT projects for the company. Provide regular progress updates to leadership and project stakeholders.
• Configure, install, modify, and maintain computers, laptops, and peripherals.
• Utilize software/hardware tools to help diagnose computer problems.
• Connect PCs to Local Area Networks (LAN) and resolve network-related issues.
• Administration of user accounts in Active Directory, Azure, and other systems.
• Maintain an organized inventory of IT hardware. Coordinate with the purchasing and management team to keep appropriate stocks of supplies.
• Perform onboarding and off-boarding of new or existing employees.
• Develop the annual IT budget with management.
• Supervise 1-2 junior IT employees and/or interns.
• Other duties as assigned to support business functions.

Limited travel (domestic and International) required.

• Strong interpersonal skills, pleasant demeanor, and the ability to work harmoniously with users at all levels.
• Thorough understanding of computer hardware, software, peripherals, and current computer technology and trends.
• General knowledge of network domains, VLANs, Active Directory, Azure AD, login procedures, and web browser settings.
• General knowledge of ERPs and manufacturing processes.
• Experience in managing IT projects.
• Ability to analyze problems, develop alternatives, and take appropriate steps toward a solution.
• Excellent verbal and written communication skills are required.
• Capable of working with multiple systems in tandem and multitasking.
• Ability to work quickly and efficiently under pressure.
• Strong data management, accuracy, and eye for detail.

• Four‑year degree in computer information systems, computer science, or equivalent is required.
• At least five years of experience in information technology and 2 years of supervisory experience is required.
• Stable work history and employment background.
• Current information technology certifications are a plus.
• Experience with data analytics and reporting (Power BI) is preferred.

• Diverse portfolio of exciting and innovative design projects.
• Tremendous opportunities for professional growth and advancement.
• Commitment to sustainable design.
• Competitive compensation.
• Excellent benefit package (medical, dental, vision insurance, paid time off, disability insurance, 401(k), tuition reimbursement and more).
• Drug‑free workplace.

EEO - It is the policy of this organization to provide equal employment opportunities to all qualified applicants without regard to race, creed, color, national origin, sex, age 40 and over, disability, marital status, sexual orientation, gender identity, genetic information, citizenship status, religious preference, or veteran status in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.