IT Manager, Service Desk

Duties And Responsibilities

• Lead, mentor, and develop a team of Service Desk analysts across multiple sites.
• Define team performance goals, KPIs, and SLAs to ensure high-quality service delivery.
• Establish 24/7 coverage schedules, on-call rotations, and resource planning to meet business needs.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Own incident, problem, and request management processes, ensuring consistent application of best practices.
• Drive root cause analysis and problem management to reduce recurring incidents.
• Function as the primary escalation point for critical service issues and ensure timely resolution.
• Provide after-hours support when needed.
• Maintain and improve the IT knowledge base and self-service portal.
• Manage IT Service Desk-related projects from initiation to completion, including planning, execution, and stakeholder communication.
• Partner with Infrastructure, Applications, and Cybersecurity teams to deliver technology initiatives.
• Identify opportunities for process automation, efficiency, and improved end-user experience.
• Ensure compliance with IT policies, security standards, and audit requirements.
• Define and enforce hardware and software standards for end users.
• Oversee the lifecycle management of end-user devices, applications, and licenses.
• Coordinate IT onboarding and training for new hires and contractors.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent experience.
• 5+ years of IT Service Desk or End-User Services experience, with at least 2 years in a leadership/managerial role.
• Strong understanding of Service Desk Management Frameworks (i.e.ITIL).
• Proven experience managing IT projects from initiation through completion.
• Hands-on experience with ITSM/ticketing systems (e.g., ServiceNow, Freshservice, Remedy, Jira Service Management).
• Excellent communication, leadership, and problem-solving skills.
• Willingness to travel to other sites domestically (20% annually).
• Ability to manage competing priorities in a fast-paced 24/7 manufacturing environment.