Manager, IT Service Desk & Support

Manager IT Service Desk & Support

The Manager IT Service Desk & Support is responsible for leading Companys IT Service Desk and support team across all locations while ensuring a high level of technical support for end users and manufacturing operations.
This position manages a high-performing fast-paced support organization and is responsible for service quality team performance issue resolution and customer satisfaction. The Manager also provides hands-on IT support for users and manufacturing operations at their assigned site serving as the local escalation point for complex or business-critical issues.
The position works closely with IT Manufacturing Engineering Cybersecurity and business leadership to maintain reliable technology operations minimize downtime and ensure cybersecurity and compliance requirements are incorporated into daily IT support.

Responsibilities
Service Desk & Team Leadership

• Lead and manage the IT Service Desk and Support teams across the organization.
• Manage daily workload priorities escalations staffing and service levels.
• Monitor ticket queues response times resolution times and team performance.
• Establish consistent support processes and standards across all locations.
• Coach mentor and develop a high-performing support team.
• Promote strong customer service accountability and continuous improvement.

End User & Manufacturing Support

• Provide hands-on technical support for end users and manufacturing operations at the assigned site.
• Troubleshoot hardware software applications network connectivity printers endpoints and other IT issues.
• Support technology used in production and respond quickly to production-impacting issues.
• Serve as the primary escalation point for significant IT issues.
• Partner with site leadership to minimize technology-related downtime and disruption.

Cybersecurity & Compliance

• Ensure cybersecurity and compliance requirements are incorporated into IT support activities.
• Maintain appropriate controls for user accounts access endpoints software and IT assets.
• Protect company data and intellectual property.
• Support security investigations audits remediation activities and compliance requirements.
• Ensure IT support and changes follow established security policies and procedures.
• Serve as point person; answering customer audit & site audit/compliance questions.

Incident & Problem Management

• Participate in the response and escalation of major IT incidents.
• Identify recurring problems and implement corrective actions.
• Coordinate with Infrastructure Applications Cybersecurity and vendors to resolve complex issues.
• Ensure incidents are properly documented and communicated.
• Support business continuity and disaster recovery activities as required.

Vendor Documentation & Process Management

• Manage relationships with IT support vendors and service providers.
• Maintain IT support procedures knowledge articles and documentation.
• Identify opportunities to improve service delivery automation and support efficiency.
• Provide management reporting on service levels trends incidents and team performance.

Other Duties

• Perform other duties and responsibilities as assigned.

Required Skills

• Strong hands-on troubleshooting and technical support skills.
• Strong understanding of IT Service Management/ITIL practices.
• Working knowledge of cybersecurity endpoint management identity/access management and compliance requirements.
• Strong communication leadership organizational and problem-solving skills.
• Experienced Manager able to lead a team located in several different states.
• Ability to work effectively in a high-volume fast-paced environment.

Preferred Skills

• Experience managing geographically distributed support teams.
• Experience supporting manufacturing or other business-critical environments.

Minimum Qualifications

• 5 years of IT support or Service Desk experience.
• 3 years of experience leading or managing IT support personnel.

Preferred Qualifications

• Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
• ITIL Foundation certification or equivalent ITSM training.

Physical Requirements

• Must be able to sit and/or stand for long periods of time including time spent on the manufacturing floor.
• Must be able to lift up to 30 lbs. on a regular basis (e.g. PCs monitors printers networking equipment).
• May require walking throughout manufacturing and office areas to provide on-site support.
• May occasionally require after-hours or on-call availability to respond to business-critical incidents.

Leadership Expectations
The Manager IT Service Desk & Support leads by example and is accountable for delivering responsive reliable secure and customer-focused IT support. The position balances team leadership with hands-on technical support with a strong focus on maintaining stable manufacturing operations and minimizing business disruption.

Required Experience:

Manager