Senior Manager, Global IT Service Desk

Xometry • North Bethesda, MD

9h • $143,000 - $183,000 • Hybrid

About The Position

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.
As the Senior Manager, Global IT Service Desk, you will lead and mentor our end-user support team, ensuring the delivery of exceptional technical assistance to all employees. This role demands a strong blend of technical expertise and excellent customer service skills. Key responsibilities include the leadership, training, and support of the Service Desk team, the management of the entire ticket escalation process, hardware operations, AV operations, and the resolution of critical and complex technical issues. This role reports directly to the Director of IT.

Requirements

• Extensive IT Service Management Experience: 7-10 years in IT management, including prior leadership roles, ideally within a high-growth and hybrid work environment.
• Demonstrated experience managing teams across multiple international time zones.
• Team Development and Leadership: Proven track record of leading, developing, and mentoring a high-performing IT Service Desk team.
• Deep understanding of IT systems, hardware, and software.
• Expertise in utilizing Jira Service Management for efficient ticket handling.
• Hands-on experience with endpoint management software, including remote access tools.
• Proficiency in administering collaboration and productivity suites (e.g., Slack, Zoom, Google Meet).
• Working knowledge of Google Workspace, Windows Active Directory (AD), and Windows PowerShell.
• Experience leading IT service desk operations that utilize defined Service Level Agreements (SLAs) and measurable Key Performance Indicators (KPIs).
• Ability to manage multiple tasks, prioritize effectively, work under pressure, and meet tight deadlines.
• A strong capacity to thrive in a fast-paced, high-growth organizational setting.
• Exceptional verbal and written communication skills for interacting with employees and business leaders at all organizational levels.
• Proven ability to partner effectively across both technical and non-technical teams.
• Strong analytical and problem-solving skills necessary to efficiently and effectively resolve complex IT issues.
• A demonstrated commitment to delivering exceptional customer service.

Responsibilities

• Lead, coach, and develop the IT Service Desk team, overseeing daily operations and setting performance metrics to ensure high-quality service delivery.
• Guarantee exceptional, end-to-end customer service for all end-users, whether interacting in person or remotely.
• Identify, implement, and document new processes and improvements to enhance the Service Desk's efficiency and effectiveness. Proactively bring new ideas and identified workflow improvements to senior leadership.
• Deliver premium, high-touch ("white-glove") technical support to executive leaders.
• Manage the lifecycle of company hardware, including purchasing, configuration, deployment, and tracking. Maintain an accurate inventory of laptops, monitors, and peripherals.
• Define, track, and report on critical Service Level Metrics (SLMs) such as response time, resolution time, and end-user satisfaction. Generate regular reports on team and individual performance to drive accountability and continuous improvement.
• Oversee endpoint management utilizing tools like Jamf, Intune, or equivalent Windows device management systems. Provide senior leadership in the resolution of complex and critical IT issues and escalations.
• Collaborate with Human Resources (HR) to optimize the employee lifecycle processes.
• Work closely with IT Engineering on projects involving system integrations and automation.
• Partner with Finance on activities such as budgeting, forecasting, and tracking IT assets.
• Act as the main internal point of escalation for all corporate IT-related issues.

Benefits

• 401(k) match
• medical, dental and vision insurance
• life and disability insurance
• generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave
• EAP
• other wellbeing resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees