IT Manager, Service Desk

City Brewing Co•La Crosse, WI

About The Position

The Service Desk Manager is responsible for leading the IT Service Desk function across a 24/7 manufacturing enterprise. This role ensures the delivery of high-quality IT support services to internal users while driving continual service improvement, standardization, and scalability. The Service Desk Manager oversees the daily operations of the Service Desk team, manages incident and problem resolution, leads IT-related projects within the service delivery scope, and ensures alignment with ITIL best practices and organizational objectives.

Requirements

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.

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.