Sr. Manager, IT Service Desk
About The Position
The Sr. Manager, IT Service Desk is responsible for leading a distributed team of IT Service Desk professionals who provide Tier 1 and Tier 2 support across multiple business segments, including corporate functions, field teams, and manufacturing sites. This role ensures high-quality, customer-focused support services in environments with both office-based and production-critical systems. The Sr. Manager drives operational excellence and continuously improves processes, tools, and workflows to meet the needs of a diverse and fast-paced organization. The ideal candidate is an experienced leader who excels at building strong teams, partnering with business stakeholders, including manufacturing operations—and operating in a dynamic, multi-site environment.
Requirements
- 10+ years of IT support or IT service management experience.
- 10+ years of leadership experience managing Service Desk teams, preferably distributed or multi-site.
- Strong understanding of ITIL frameworks and ITSM processes.
- Proven experience supporting diverse business segments (e.g., corporate, operations, Manufacturing, field teams).
- Excellent communication, leadership, and stakeholder management skills.
- Demonstrated ability to analyze service data and implement improvement initiatives based on voice of the customer.
- Experience with metrics dashboards, reporting, automation, or workflow optimization.
Nice To Haves
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- ITIL Foundation or higher-level certification.
- Experience with enterprise ITSM tools (EasyVista, Ivanti, Service Now, etc.).
- Background in managing support for hybrid environments (cloud/on-prem).
Responsibilities
- Team Leadership & Management Lead, mentor, and develop a team of ~20 Service Desk Analysts across multiple geographic locations.
- Manage staffing plans, performance evaluations, coaching, and professional development.
- Foster a culture of customer service, accountability, and continuous improvement.
- Coordinate team schedules to ensure 24/7 or business-critical coverage (as applicable).
- Service Delivery & Operations Oversee end-to-end incidents, request, and problem management processes.
- Ensure all SLAs, KPIs, and performance metrics are met or exceeded.
- Monitor daily operations and address escalations quickly and effectively.
- Maintain high-quality documentation, runbooks, and knowledge base articles.
- Stakeholder & Cross-Functional Engagement Partner with business leaders across different segments to understand support needs and emerging requirements.
- Serve as the primary liaison between the Service Desk and other IT teams (Infrastructure, Security, Applications, etc.).
- Communicate service performance, trends, and improvement initiatives to IT leadership and business stakeholders.
- Process Improvement & Technology Identify opportunities to streamline workflows, automate repetitive tasks, and enhance the user support experience.
- Lead initiatives for tool optimization, including the ITSM platform Implement best practices in ITIL-based service management, including incident, problem, change, and asset management processes.
- Drive continuous improvement in customer satisfaction, response times, and service quality.
- Other duties as assigned
Benefits
- Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
- Incentive Plans
- 401(k) with employer contribution and match
- Employee Stock Purchase Plan with employer match
- Paid Time Off (Vacation and Sick Time)
- Paid Holidays
- Tuition Reimbursement Program
- Employee Assistance Program (EAP)
- Wellness Program
- Training and Career Progression
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What This Job Offers
Job Type
Full-time
Career Level
Manager
