Service Desk Manager

Packsize is a fast‑growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right‑Sized PackagingOnDemand® systems, software, and services. Founded in2002 and headquartered in SaltLakeCity, Packsize gives businesses worldwide the ability to improve their customer satisfaction, enhance brand value while gaining efficiencies and savings. Through a shared passion for a world where every box, envelope, and package shipped is the right size, Packsize reduces carbon emissions and fuel needs and creates a sustainable supply chain. Service Desk Manager Packsize is seeking a hands‑on and strategic Service Desk Manager to lead our global support team serving core IT services and business‑critical enterprise business applications. This role will unify service delivery across departments, ensuring responsive support, adherence to SLAs and security standards, driving team development and partnering with business to maintain operational excellence. Key Responsibilities Direct Daily Operations: Lead day‑to‑day operations of the global service desk, including ticket workflows, endpoint support, user accounts, and infrastructure troubleshooting. Coordinate triage and routing of business system tickets related to Salesforce, SAP, and reporting tools. Team Leadership: Supervise and mentor a distributed team across the U.S. and Europe; provide training, feedback, and career development. The team includes helpdesk administrators, CRM and ERP system admins, and reporting platform analysts. Collaboration: Partner with IT Infrastructure, Applications, and IS teams; act as the escalation point and align support to business needs. Event & AV Support: Oversee support for AV and IT equipment in conference rooms and critical business meetings. Asset & Procurement: Manage IT inventory (laptops, phones, etc.) and coordinate hardware orders for global users. Ticket Analysis & Automation: Monitor support trends, identify automation opportunities, and optimize workflows and documentation. Extend knowledge base and self‑service options to cover common business system requests. Security & Compliance: Ensure endpoint compliance with security standards; support policy enforcement using Microsoft Intune; coordinate with the application and security teams. Software Licensing Oversight: Oversee end‑user software licensing, including evaluating tools, auditing usage, and managing vendor renewals and compliance. Experience and Education Required Bachelor’s degree or equivalent experience. 3+ years of leadership experience in a service desk, IT support or enterprise application support environment. Experience with IT service management (ITSM) practices, including ticketing systems, service level agreements, and knowledge base development. Qualifications (Knowledge, Skills & Abilities) Proficient in Microsoft365, Windows10/11, macOS. Experience with Microsoft Intune, Active Directory, DNS/DHCP, VPN. Familiarity with ticketing platforms (e.g., ServiceNow, Freshservice, Atlassian Jira), asset management tools, ERP systems, and remote support solutions. Exposure to business systems such as Salesforce, SAP, and basic reporting tools. Strong verbal and written communication skills. Excellent organizational and project management abilities. ITIL experience or certification preferred. Ability to build and lead high‑performing teams, evaluate team and individual performance, and leverage ticketing data to influence business decisions. Physical Demands and Working Conditions Must be able to lift up to 50lbs. May require occasional domestic and international business travel. Must have a valid driver’s license and a clean driving record. Manages the on‑call schedule but is not always on‑call. Benefits Medical, dental, and vision coverage. 401(k) retirement plan. Paid Time Off. Health Savings and Flexible Spending Accounts (HSA/FSA). Life and disability insurance. Voluntary benefits: critical illness, hospital indemnity, accident, and legal/ID theft protection. Employee Assistance Program (EAP). Equal Opportunity Employer Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize’s policy prohibits discrimination on the basis of race, ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans, are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. #J-18808-Ljbffr