IT Service Desk Manager NA

Tosca Services, LLC • Atlanta, GA

20h • Hybrid

About The Position

At Tosca, we’re transforming the supply chain through reusable packaging and smart logistics solutions. Our IT team plays a critical role in keeping operations running smoothly across North America, and we’re looking for a hands-on leader who can elevate our Service Desk function. This is a high-impact, player-coach role where you’ll lead a team, improve service delivery, and stay close to the technology. You’ll have the opportunity to shape processes, mentor talent, and directly influence the end-user experience across the business.

Requirements

• 5–10+ years of IT experience with strong Service Desk leadership background
• 3+ years of direct people management experience
• Proven experience owning Service Desk operations, incident management, and escalations
• Strong technical foundation with ability to support and guide hands-on troubleshooting
• Experience supporting VIP/executive users
• Strong reporting and analytics skills (Power BI, Excel)
• Solid understanding of ITIL processes and service management best practices
• Excellent communication skills with the ability to work across teams and regions
• Experience with Microsoft technologies (O365, Active Directory, Windows environments)
• Bachelor’s degree preferred (or equivalent experience)

Responsibilities

• Lead, coach, and develop a team of Service Desk Engineers across multiple locations
• Own end-to-end Service Desk operations, including incidents, requests, and escalations
• Act as a hands-on escalation point for complex technical issues and VIP support
• Drive ITIL-aligned processes and ensure SLA performance is consistently met
• Monitor service desk performance (ticket volume, resolution time, CSAT) and take action on trends
• Build and maintain knowledge management practices and continuous improvement initiatives
• Partner with internal IT teams and vendors to resolve high-impact issues
• Oversee end-user hardware lifecycle and asset management processes
• Use reporting tools (Power BI, Excel) to provide insights and improve service delivery

Benefits

• medical
• dental
• vision coverage
• 401(k) retirement plan with a company match
• paid time off
• paid parental leave
• company-paid life insurance
• short-term disability coverage
• long-term disability for eligible roles
• tax-advantaged health accounts (HSA with employer contributions and FSA programs)
• Employee Assistance Program
• fitness reimbursement program
• educational assistance
• employee discount programs
• optional supplemental insurance (e.g., accident, critical illness, hospital indemnity)
• legal/identity theft protection plans

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 1-10 employees