Forgent
Los Angeles, California
Job DescriptionJob DescriptionDescription: The Head of Tier 1 IT Service Desk & Shared Services Lead is a senior IT operations leadership role responsible for building, scaling, and operating a new in-sourced Tier 1 IT Service Desk based in Tijuana, Mexico. This leader will establish a high-performing, customer-centric Tier 1 service desk that delivers consistent, high-quality end-user support across the entire Forgent North America enterprise, while also creating the operational, leadership, and governance foundation for additional IT shared services (e.g., application support, network monitoring, identity operations) to be established in Tijuana over time. This is a hybrid role that blends hands-on Tier 1 service desk leadership with strategic shared-services design, talent development, and cross-functional partnership across global IT and business teams. Key Responsibilities: Tier 1 IT Service Desk Leadership Design, build, and lead a new in-house Tier 1 IT Service Desk organization, including staffing model, shift coverage, operating hours, and escalation paths. Establish service desk processes aligned to modern ITSM best practices (Incident, Service Request, Knowledge, Major Incident intake), leveraging tools such as Jira Service Management, ServiceNow, or equivalent. Own Tier 1 performance outcomes including first-contact resolution, response times, customer satisfaction (CSAT), backlog management, and ticket quality. Partner closely with Tier 2/3 teams (Tier 2 Onsite Support Leads, Manufacturing Site Reliability Leads, Identity, Cloud, Network, Applications, and Security) to define clear handoffs, SLAs, and runbooks. Drive a strong end-user experience mindset, balancing efficiency, empathy, and consistency in employee support. Shared Services Strategy & Expansion Work with IT leadership to define the vision, roadmap, and operating model for expanding IT shared services beyond Tier 1 (e.g., application support, monitoring, access administration). Serve as the accountable leader for evaluating which IT services are suitable for migration into the Tijuana shared services model. Build repeatable frameworks for onboarding new services, including documentation standards, training models, KPIs, and transition plans. Partner with IT domain leaders to ensure service quality, risk management, and business continuity as services scale. People & Culture Leadership Recruit, hire, and develop local leadership and frontline talent in Tijuana, creating clear career paths and progression opportunities. Foster a strong team culture centered on accountability, continuous improvement, and customer service excellence. Act as a player-coach during early stages, with increasing delegation as the organization matures. Ensure alignment with company values, compliance requirements, and HR practices across geographies. Operational Excellence & Governance Establish governance, reporting, and performance management routines for Tier 1 and shared services. Define and track KPIs and SLAs; continuously identify opportunities to improve efficiency and quality. Ensure appropriate controls are in place for access management, data protection, and audit readiness. Manage vendor relationships where applicable (tools, staffing partners, telecom, etc.). Stakeholder & Executive Engagement Serve as the primary point of accountability for Tier 1 and shared services performance. Communicate clearly and credibly with IT and business leaders regarding service health, risks, and improvement initiatives. Translate business needs into scalable service models that support growth, M&A, and transformation initiatives. Qualifications: 10+ years of progressive IT operations or service delivery experience, including leadership of an IT Service Desk or shared services function. Proven experience building and scaling in-house teams, ideally in a nearshore or offshore environment (Mexico experience strongly preferred). Strong grounding in ITSM frameworks (ITIL or equivalent) with a pragmatic, business-oriented approach. Experience standing up new operating models, not just running mature ones. Demonstrated ability to lead through change, ambiguity, and rapid growth. Comfortable operating at both strategic and execution levels. Core Competencies & Behaviors: Strong people leader with the ability to attract, develop, and retain talent. Customer-centric mindset with a passion for improving the employee IT experience. Operationally rigorous, data-driven, and detail-oriented. Excellent communicator who can influence across functions and geographies. Financially minded, with experience managing budgets and driving cost efficiency. Culturally aware and effective working across U.S. and Mexico-based teams. Requirements:
Job DescriptionJob DescriptionDescription: The Head of Tier 1 IT Service Desk & Shared Services Lead is a senior IT operations leadership role responsible for building, scaling, and operating a new in-sourced Tier 1 IT Service Desk based in Tijuana, Mexico. This leader will establish a high-performing, customer-centric Tier 1 service desk that delivers consistent, high-quality end-user support across the entire Forgent North America enterprise, while also creating the operational, leadership, and governance foundation for additional IT shared services (e.g., application support, network monitoring, identity operations) to be established in Tijuana over time. This is a hybrid role that blends hands-on Tier 1 service desk leadership with strategic shared-services design, talent development, and cross-functional partnership across global IT and business teams. Key Responsibilities: Tier 1 IT Service Desk Leadership Design, build, and lead a new in-house Tier 1 IT Service Desk organization, including staffing model, shift coverage, operating hours, and escalation paths. Establish service desk processes aligned to modern ITSM best practices (Incident, Service Request, Knowledge, Major Incident intake), leveraging tools such as Jira Service Management, ServiceNow, or equivalent. Own Tier 1 performance outcomes including first-contact resolution, response times, customer satisfaction (CSAT), backlog management, and ticket quality. Partner closely with Tier 2/3 teams (Tier 2 Onsite Support Leads, Manufacturing Site Reliability Leads, Identity, Cloud, Network, Applications, and Security) to define clear handoffs, SLAs, and runbooks. Drive a strong end-user experience mindset, balancing efficiency, empathy, and consistency in employee support. Shared Services Strategy & Expansion Work with IT leadership to define the vision, roadmap, and operating model for expanding IT shared services beyond Tier 1 (e.g., application support, monitoring, access administration). Serve as the accountable leader for evaluating which IT services are suitable for migration into the Tijuana shared services model. Build repeatable frameworks for onboarding new services, including documentation standards, training models, KPIs, and transition plans. Partner with IT domain leaders to ensure service quality, risk management, and business continuity as services scale. People & Culture Leadership Recruit, hire, and develop local leadership and frontline talent in Tijuana, creating clear career paths and progression opportunities. Foster a strong team culture centered on accountability, continuous improvement, and customer service excellence. Act as a player-coach during early stages, with increasing delegation as the organization matures. Ensure alignment with company values, compliance requirements, and HR practices across geographies. Operational Excellence & Governance Establish governance, reporting, and performance management routines for Tier 1 and shared services. Define and track KPIs and SLAs; continuously identify opportunities to improve efficiency and quality. Ensure appropriate controls are in place for access management, data protection, and audit readiness. Manage vendor relationships where applicable (tools, staffing partners, telecom, etc.). Stakeholder & Executive Engagement Serve as the primary point of accountability for Tier 1 and shared services performance. Communicate clearly and credibly with IT and business leaders regarding service health, risks, and improvement initiatives. Translate business needs into scalable service models that support growth, M&A, and transformation initiatives. Qualifications: 10+ years of progressive IT operations or service delivery experience, including leadership of an IT Service Desk or shared services function. Proven experience building and scaling in-house teams, ideally in a nearshore or offshore environment (Mexico experience strongly preferred). Strong grounding in ITSM frameworks (ITIL or equivalent) with a pragmatic, business-oriented approach. Experience standing up new operating models, not just running mature ones. Demonstrated ability to lead through change, ambiguity, and rapid growth. Comfortable operating at both strategic and execution levels. Core Competencies & Behaviors: Strong people leader with the ability to attract, develop, and retain talent. Customer-centric mindset with a passion for improving the employee IT experience. Operationally rigorous, data-driven, and detail-oriented. Excellent communicator who can influence across functions and geographies. Financially minded, with experience managing budgets and driving cost efficiency. Culturally aware and effective working across U.S. and Mexico-based teams. Requirements:
Forgent
Champlin, Minnesota
Job DescriptionJob DescriptionDescription: This position is NOT Software Applications Summary: We are seeking an Applications Engineer who provides advanced technical expertise to support customers, sales teams, and internal departments. This role handles complex applications, develops engineered solutions, and leads the technical discussions with customers. The position requires deep product knowledge, strong problem-solving skills, and the ability to mentor junior team members while ensuring high-quality technical proposals and support throughout the sales and project cycle. Key Responsibilities: Review complex customer specifications, drawings, and requirements to develop accurate and feasible product solutions. Serve as a technical expert for internal teams and key customers, providing guidance on product capabilities, system applications, and integration. Create detailed technical proposals, product configurations, and supporting documentation for large or complex projects. Collaborate with sales, engineering, manufacturing, and product management to ensure proposed solutions align with company capabilities and customer needs. Recommend alternative designs, cost-effective options, or custom solutions to support customer requirements. Support pre-sales activities, including customer presentations, meetings, and technical Q&A sessions. Troubleshoot advanced application challenges and assist with resolving customer technical issues. Lead or contribute to continuous improvement initiatives for tools, templates, workflows, and application processes. Prepare and review submittals, manuals, drawings, and other technical documentation. Stay current on industry trends, competitor offerings, product updates, and emerging technologies. Provide mentorship, guidance, and training to junior Applications Engineers. Required Qualifications: Bachelor's degree in engineering (Electrical, Mechanical, Industrial, or related field) or equivalent technical experience 5+ years of experience in applications engineering, sales engineering, technical support, or related technical role Must have design and/or field service experience Strong ability to interpret engineering drawings, specifications, and technical requirements Proven experience supporting complex or engineered-to-order product solutions Excellent communication, customer-facing, and presentation skills Strong analytical and problem-solving abilities Proficiency with Microsoft Office and experience with ERP, CRM, or quoting systems Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment Preferred Qualifications: Experience in manufacturing, electrical power distribution, automation, controls, or industrial equipment Knowledge of applicable industry codes, standards, and certification requirements Advanced skills with CAD software (AutoCAD, SolidWorks) or technical drawing review Experience developing technical documentation, tools, or training materials Familiarity with pricing strategies, value engineering, and cost estimation Leadership or mentoring experience Skills and Competencies: Technical Expertise Analytical Thinking & Problem-Solving Customer Service & Communication Skills Cross-Functional Collaboration Attention to Detail Project & Time Management Engineering Documentation & Technical Writing Continuous Improvement Mindset Product & Industry Knowledge Mentorship & Leadership Capability Requirements:
Job DescriptionJob DescriptionDescription: This position is NOT Software Applications Summary: We are seeking an Applications Engineer who provides advanced technical expertise to support customers, sales teams, and internal departments. This role handles complex applications, develops engineered solutions, and leads the technical discussions with customers. The position requires deep product knowledge, strong problem-solving skills, and the ability to mentor junior team members while ensuring high-quality technical proposals and support throughout the sales and project cycle. Key Responsibilities: Review complex customer specifications, drawings, and requirements to develop accurate and feasible product solutions. Serve as a technical expert for internal teams and key customers, providing guidance on product capabilities, system applications, and integration. Create detailed technical proposals, product configurations, and supporting documentation for large or complex projects. Collaborate with sales, engineering, manufacturing, and product management to ensure proposed solutions align with company capabilities and customer needs. Recommend alternative designs, cost-effective options, or custom solutions to support customer requirements. Support pre-sales activities, including customer presentations, meetings, and technical Q&A sessions. Troubleshoot advanced application challenges and assist with resolving customer technical issues. Lead or contribute to continuous improvement initiatives for tools, templates, workflows, and application processes. Prepare and review submittals, manuals, drawings, and other technical documentation. Stay current on industry trends, competitor offerings, product updates, and emerging technologies. Provide mentorship, guidance, and training to junior Applications Engineers. Required Qualifications: Bachelor's degree in engineering (Electrical, Mechanical, Industrial, or related field) or equivalent technical experience 5+ years of experience in applications engineering, sales engineering, technical support, or related technical role Must have design and/or field service experience Strong ability to interpret engineering drawings, specifications, and technical requirements Proven experience supporting complex or engineered-to-order product solutions Excellent communication, customer-facing, and presentation skills Strong analytical and problem-solving abilities Proficiency with Microsoft Office and experience with ERP, CRM, or quoting systems Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment Preferred Qualifications: Experience in manufacturing, electrical power distribution, automation, controls, or industrial equipment Knowledge of applicable industry codes, standards, and certification requirements Advanced skills with CAD software (AutoCAD, SolidWorks) or technical drawing review Experience developing technical documentation, tools, or training materials Familiarity with pricing strategies, value engineering, and cost estimation Leadership or mentoring experience Skills and Competencies: Technical Expertise Analytical Thinking & Problem-Solving Customer Service & Communication Skills Cross-Functional Collaboration Attention to Detail Project & Time Management Engineering Documentation & Technical Writing Continuous Improvement Mindset Product & Industry Knowledge Mentorship & Leadership Capability Requirements:
Forgent
Champlin, Minnesota
Job DescriptionJob DescriptionDescription: This is NOT IT, Software or Cybersecurity. Job summary: Solutions Architects are opportunity-aligned, vertical-specific technical experts who translate customer requirements into feasible, configurable solutions. They own initial solution design, documentation, and validation, and work closely with Account Executives to ensure customer solutions are feasible and manufacturable, before handing them off to Application Engineers for more detailed design and BOM preparation. Actions that make a "great" Solution Architect Engineer • Meeting customers face-to-face to co-create efficient, manufacturable, and costeffective solutions - doing what's right for the customer, even if that means removing cost to earn long-term trust • Taking inbound requests from customers for insights, advice, and expertise; becoming the customer's "trusted solutions advisor" • Communicating with stakeholders "up-and-down" the customer's org, presenting solutions with credibility to both technical resources and engineers, and executive leaders • Acting as the liaison between the customer and Forgent's engineering teams, translating customer needs into clear, actionable designs for Application Engineer to further detail (and ultimately handed over to manufacturing teams) • Championing the technical credibility and capability of Forgent both through demonstrated expertise in front of customers, and at broader industry events and trade shows (e.g., as a panel speaker) • Sharing insights, customer feedback, and learnings back into Forgent, helping the org capture lessons learned and filed intelligence to improve the "library" of configurable designs and future product evolution • Partnering early and often with Account Executives from initial opportunity strategy • Upskilling and adding expertise through classes, certifications, industry events, conferences, etc. • Proactively shaping opportunities, identifying design optimizations or system configurations that could improve customer outcomes before they ask • Building long-term customer trust as the go-to technical advisor for customers; building "repeat demand" and a desire to partner with that specific Solution Engineer again Key responsibilities: Partner with Account Executives during opportunity discovery to validate technical requirements Translate customer requirements into an initial high-level solution design Lead solution validation to ensure proposals are feasible, cost-effective, and manufacturable Collaborate with Application Engineers to hand off high-level designs for detailed solution / BOM preparation Present solutions in technical meetings with customers (and other ecosystem partners) Support RFP responses and proposal development with technical content Qualifications: • 3-6+ years in application engineering, solution architecture, or technical pre-sales Deep technical knowledge of power systems, infrastructure, or related technologies • Strong presentation and communication skills - including the ability to engage credibly with customer engineers • Experience collaborating with sales teams to win complex solution deals Requirements:
Job DescriptionJob DescriptionDescription: This is NOT IT, Software or Cybersecurity. Job summary: Solutions Architects are opportunity-aligned, vertical-specific technical experts who translate customer requirements into feasible, configurable solutions. They own initial solution design, documentation, and validation, and work closely with Account Executives to ensure customer solutions are feasible and manufacturable, before handing them off to Application Engineers for more detailed design and BOM preparation. Actions that make a "great" Solution Architect Engineer • Meeting customers face-to-face to co-create efficient, manufacturable, and costeffective solutions - doing what's right for the customer, even if that means removing cost to earn long-term trust • Taking inbound requests from customers for insights, advice, and expertise; becoming the customer's "trusted solutions advisor" • Communicating with stakeholders "up-and-down" the customer's org, presenting solutions with credibility to both technical resources and engineers, and executive leaders • Acting as the liaison between the customer and Forgent's engineering teams, translating customer needs into clear, actionable designs for Application Engineer to further detail (and ultimately handed over to manufacturing teams) • Championing the technical credibility and capability of Forgent both through demonstrated expertise in front of customers, and at broader industry events and trade shows (e.g., as a panel speaker) • Sharing insights, customer feedback, and learnings back into Forgent, helping the org capture lessons learned and filed intelligence to improve the "library" of configurable designs and future product evolution • Partnering early and often with Account Executives from initial opportunity strategy • Upskilling and adding expertise through classes, certifications, industry events, conferences, etc. • Proactively shaping opportunities, identifying design optimizations or system configurations that could improve customer outcomes before they ask • Building long-term customer trust as the go-to technical advisor for customers; building "repeat demand" and a desire to partner with that specific Solution Engineer again Key responsibilities: Partner with Account Executives during opportunity discovery to validate technical requirements Translate customer requirements into an initial high-level solution design Lead solution validation to ensure proposals are feasible, cost-effective, and manufacturable Collaborate with Application Engineers to hand off high-level designs for detailed solution / BOM preparation Present solutions in technical meetings with customers (and other ecosystem partners) Support RFP responses and proposal development with technical content Qualifications: • 3-6+ years in application engineering, solution architecture, or technical pre-sales Deep technical knowledge of power systems, infrastructure, or related technologies • Strong presentation and communication skills - including the ability to engage credibly with customer engineers • Experience collaborating with sales teams to win complex solution deals Requirements: