Information Technology Service Desk Manager

Manager, IT Service Desk & Field ServicesPosition SummaryThe IT Service Desk & Field Services Manager is responsible for leading and overseeing onsite IT Desktop Support Analysts who provide hands-on technology and IT Service Management (ITSM) support across corporate, manufacturing, and warehouse environments. This role ensures reliable, secure, and consistent IT operations across multiple locations by managing daily support activities, incident and request management processes, coordinating travel-based site coverage, and serving as an escalation point for complex technical issues. The position drives adherence to ITSM best practices including incident, problem, change, asset, and service request management while focusing on service delivery performance, user experience, and operational continuity. The role partners closely with central IT teams, plant leadership, and external vendors to align field IT services with business and operational needs.Position ResponsibilitiesLead, coach, and develop IT Desktop Support Analysts supporting multiple corporate, plant and warehouse locations.Establish clear performance expectations with emphasis on customer service, responsiveness, documentation, and technical quality.Support onboarding, training, scheduling, and ongoing performance management of IT staff.Oversee day-to-day IT support delivery for hardware, software, network, and plant systems across sites.Coordinate onsite coverage and travel schedules to ensure defined support requirements are consistently met.Monitor service trends, incident volumes, and downtime risks to drive corrective actions and continuous improvement.Serve as an escalation point for complex, high-impact, or recurring technical issues.Partner with internal IT teams and external vendors to diagnose, resolve, document and prevent system and infrastructure issues.Ensure systems, devices, and plant technologies comply with cybersecurity, patching, and maintenance standards.Oversee system updates, lifecycle activities, and preventive maintenance to minimize operational risk.Support audits, compliance reviews, and remediation activities related to site-level IT operations.Oversee accurate tracking and lifecycle management of IT hardware including proper deployment, configuration, replacement, and recovery of equipment for employees.Partner with corporate & plant leadership, operations teams, and IT stakeholders to align technology support with business priorities.Identify and implement process improvements that enhance service delivery, efficiency, and user experience. Qualifications and Requirements: ITIL 4 (Foundation, Managing Professional, Strategic Leader), ServiceNow CIS-ITSM for platform implementation, and ISO/IEC 20000 for auditing.Minimum of eight years of broad-based experience in computer and network support within a Microsoft environment Proficiency with Microsoft Office and Microsoft workstation operating systems and Windows-based domains (W2K/W2K3 or newer environments) Strong knowledge of current technology trends and best practices Strong communication and customer service skills Ability to travel as needed