Onsite IT Customer Service Lead

Job Summary

The Onsite IT Customer Service Lead is responsible for leading onsite IT support across all UFP business segments, providing customer-facing technical support, guiding onsite team members, and coordinating IT-related projects that support operations. This role helps ensure onsite issues are researched, resolved, documented, and followed up on effectively while supporting current processes, products, and operational technology needs. The position also partners with appropriate IT teams to evaluate requests, plan special projects, support domain migrations, integrate off-system solutions into the UFP infrastructure, and help develop new processes when needed. This role provides opportunities to learn new technologies, strengthen operational support, and serve as a trusted onsite leader for UFP facilities.

Principal Duties and Responsibilities

• Leads the Onsite IT Customer Service team by supervising team members and ensuring team goals are met

• Onsite IT problem recognition, research, isolation, resolution, and follow-up for all facilities within the UFP Business segments

• Evaluate onsite IT requests, travel needs, and special project requests, then develop clear plans to support operations across UFP facilities.

• Support onsite implementation during domain migrations, including performing due diligence at prospective or current sites to prepare for successful migrations.

• Transitioning the support of off system applications to the UFP IT Customer Service Team

• Creating documentation for 3rd party applications and all related processes

• Develop and maintain metrics and KPIs to measure team efficiency, service quality, and accountability.

• Support production floor and operational technology

• Performs other duties as assigned

Qualifications

• Proficient in documenting technical processes and procedures

• Extensive working experience of systems administration in medium to large enterprises

• Experience with UFPI organization and culture strongly preferred

• Bachelor’s degree in computer science or equivalent experience is required

• Knowledge and experience in the following areas:

  • Windows 11/10/8/7/LTSC

  • macOS

  • Printer Support and Knowledge

  • Production Equipment Support and Knowledge

  • Experience diagnosing and resolving performance issues

  • Knowledge of networking protocols (HTTP/S, S/FTP, TCP/IP, DNS, DHCP, etc.)

  • Microsoft Active Directory and Entra ID

  • Group Policies

  • Windows Server Administration (2012/2016/2019/2022/2025)

  • Windows Hyper-V

  • Maintaining consistent system documentation

  • Configuring and maintaining test and development environments

  • Sysinternal utilities