IT Service Desk Manager

GG BRANDS COMPANY•Sharonville, OH

10d

About The Position

The IT Service Desk Manager serves as the organization’s single point of contact for all IT support needs, ensuring employees receive timely, high‑quality technical assistance that keeps them productive and connected. In this leadership role, the manager oversees daily service desk operations, leads a team of analysts, and drives continuous improvement. This position blends operational excellence with strategic stewardship—managing escalations, monitoring performance, optimizing service workflows, and enhancing the end‑user experience. The manager partners closely with IT disciplines, business stakeholders, and external vendors to mature support capabilities, strengthen automation and self‑service, and ensure alignment with business goals. What's in it for you? Thanks to our commitment to creating a supportive and engaged workplace culture, Gorilla Glue has been recognized as a top place to work for 15 years in a row. We offer competitive compensation packages, comprehensive healthcare benefits, and other perks and incentives to ensure our employees feel valued and supported. Joining the Gorilla Glue family means being part of a team passionate about building strong brands and promoting a culture of excellence. As an employee, you'll be able to help create high-quality products and build brands that people love. Join us in an inspiring workplace where you can belong, grow, and make a difference!

Requirements

5–7+ years of progressive IT support experience; 2–3+ years in a supervisory or leadership capacity.
Strong understanding of M365, Entra ID, Intune, conditional access, and identity lifecycle management.
Familiarity with ITIL frameworks and modern service management best practices.
Solid foundation in Windows platforms, networking fundamentals, and endpoint security.
Experience with automation tools (Power Automate, scripting, AI-driven support platforms).
Experience in developing and deploying training to drive continuous improvement.
Experience with working with staff augmentation to improve our strategy.
Strong decision‑making, prioritization, and organizational skills.
Ability to coach, mentor, and develop diverse technical teams.
Strategic, forward‑thinking mindset suited for transformation and process‑building initiatives.
Must adhere to The Gorilla Glue Company’s Core Values that ensure everyone works together to exceed expectations.
Have fun, be passionate and show it!
Act with integrity and respect in all relationships.
Communicate openly and appreciate the effort of others.
Embrace knowledge, growth, and change.
Strive for excellence in what we do every day!

Nice To Haves

Experience supporting distributed or multi‑site environments is preferred.
Exposure to modern device management, cloud ecosystems, or ITSM leadership is ideal.

Responsibilities

Major incident ownership
Build a scalable Service Desk function that grows with the business across multiple sites and time zones.
Manage vendor relationships to ensure quality and high performance.
Manage contracts, renewals, licensing, and cost‑optimization efforts to ensure the IT support budget is used efficiently and responsibly.
Ensure external partners—such as system integrators, AMS providers, Buchanan, Deloitte AMS, and other consultants—are fully incorporated into internal workflows by aligning them with standard processes, documentation practices, collaboration tools, and communication channels to support consistent and seamless project execution.
Continuously evaluate opportunities to outsource commodity tasks, enabling the team to focus on higher‑value work.
Foster a high‑trust, collaborative culture aligned with Gorilla Glue's values.
Implement workload balancing, shift coverage strategies, and succession planning.
Support the IT leadership team with strategic planning and budget planning.
With System Integrator partner firms, develop and deploy all required technical and application/functional training to ensure employees are properly trained.
Design, develop and deploy ongoing training programs to support the onboarding of new associates and continued development of all employees.
Learn all relevant business applications and devise improvement strategies to maximize their usage and drive productivity.
Mature ITSM practices: incident, request, problem, knowledge, and change.
Implement or expand ITSM tooling (ticket automation, queues, AI-assisted triage).
Lead SLA/OLA development and service quality dashboards for IT leadership.
Establish a self‑service culture: intuitive knowledge base, user guides, self‑resolution paths.
Introduce automation tools (Power Automate, Azure Runbooks, Entra ID workflows) to streamline onboarding, offboarding, password resets, and device provisioning.
Evaluate emerging AI technologies for support (chatbots, predictive ticketing, log analysis) and own measurable outcomes.
Reduce manual tasks year-over-year by measurable thresholds (ex. 20–30% automation gains).
Mature device management through Intune/Autopilot and cloud-first deployment strategies.
Support the M365 ecosystem with ongoing enhancements (Teams, OneDrive, SharePoint, Viva).
Expand mobile device and shop‑floor technology support as manufacturing digitizes.
Strengthen support for remote sites, warehouses, and manufacturing facilities.
Implement standardized site start-up playbooks and remote support capabilities.
Enhance uptime expectations and response processes for production-impacting incidents.