Craft Your Career with Brasscraft Manufacturing Company! 

 

POSITION SUMMARY:  

 

The IT Operations Supervisor oversees the service management team, which supports corporate office and plant environments. This role ensures efficient service delivery, drives operational excellence, and aligns departmental goals with the organization's overall strategy. The ideal candidate combines strategic thinking with a hands-on approach to improve processes, enhance customer satisfaction, and achieve performance targets. 

 

PRINCIPAL FUNCTIONAL RESPONSIBILITIES: 

Supervise and mentor IT operations staff across multiple Brasscraft locations, providing guidance and support for effective service delivery. 

Manage incidents, problems and change management processes to minimize service disruptions. 

Develop and execute service and operational strategies aligned with organizational goals. 

Identify opportunities for process improvements and service enhancements  

Establish key performance indicators (KPIs) to optimize resource allocation, measure team performance and ensure accountability across departments.  

Collaborate with leadership to define the operational roadmap and establish priorities. 

Identify and implement new technologies, tools, and processes to enhance efficiency and service delivery. 

Lead vendor negotiations and manage vendor relationships to ensure value and quality. 

Monitor daily operations to ensure adherence to company standards, policies and procedures as well as industry regulations. 

Manage budgets, forecasts, and financial performance within the service and operations domains. 

Identify and resolve operational issues promptly and act as a point of escalation for complex technical problems. 

Prepare reports to assess service delivery effectiveness. 

Collaborate across all IT disciplines for problem resolution. 

Respond to after-hours/emergency support request as needed. 

Act as liaison to Masco (parent company) IT Support team to support and troubleshoot enterprise-wide systems. 

 

MINIMUM QUALIFICATIONS: 

Bachelor’s degree in business administration, computer science or a related field. 

Proven experience in service management and operations, with a minimum of 3+ years in a supervisory role. 

Strong understanding of operational frameworks (i.e. ITIL), process optimization, performance management and service management tools. 

Proficiency in using data analytics tools and systems to inform decision-making. 

Experience managing budgets and financial performance. 

 

PREFERRED QUALIFICATIONS: 

Professional certifications in operations or service management (e.g., ITIL, PMP, Lean Six Sigma)  

Experience in managing IT service and operations in corporate, manufacturing, lab and remote environments.  

Experience with ServiceNow or similar IT Service Management (ITSM) system. 

 

COMPETENCIES: 

Strategic thinker with a result-driven approach to problem-solving. 

Strong leadership and interpersonal skills, capable of motivating and developing teams. 

Exceptional organizational and multitasking abilities to manage competing priorities. 

Excellent communication and collaboration skills for engaging with stakeholders at all levels. 

Customer-service orientation; the ability to respond quickly and effectively to user needs. 

 

 

ABOUT US 

 
BrassCraft Manufacturing Company is a leading manufacturer and distributor of high-quality water and gas flow control products, plumbing service, and repair parts for the new construction and repair/remodel markets. Headquartered in Novi, Michigan, BrassCraft supports a wide array of channel partners including wholesalers, retailers, and specialty dealers, who serve residential and commercial markets across the Americas. BrassCraft has set the plumbing standard for 70+ years, with industry leading brands including BrassCraft® and Plumbshop® 

 

BrassCraft (the “Company”) is an equal opportunity employer, and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company. 

 

BrassCraft is an E-Verify employer.  

Company: BrassCraft Manufacturing

Full time

Hiring Range: $74,500.00 - $117,040.00

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Brasscraft (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Brasscraft is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish