Manager, IT Service Desk

Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together.Why you’ll love working at Swire Coca-Cola:Swire Coca-Cola is committed to providing balance to support you in all aspects of your life, both at work and beyond. We offer the benefits you need for physical, financial, and emotional well-being.Health coverage (3 medical options, dental and vision). 401(k) Retirement Plan w/company match Health Savings Accounts w/company match FREE virtual primary care, acute care and physical therapy FREE Employee Assistance Program Company paid (vacation, holidays, sick time, bereavement, jury duty, maternity/parental, disability leave and volunteer time) Discounted & free product Tuition reimbursement Opportunities for career advancement In addition to health benefits, Swire Coca-Cola is proud to offer you opportunities where you help give back directly to the communities and causes you care about. Note: Enrollment in a Swire Medical Plan is required for some benefits.Job Details:Job Level: 6What does an IT Service Desk Manager do at Swire Coca - Cola?We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the end‑user IT support experience. This role is responsible for delivering reliable, efficient, and customer‑focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as a people leader and operational owner for incident, request, knowledge, and change management, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to ensure consistent and high‑quality service delivery.ResponsibilitiesLead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career developmentOwn ITIL 4 Service Desk‑aligned practices including Incident Management and Service Request ManagementServe as the Problem Manager, accountable for identifying root causes, coordinating remediation, and preventing incident recurrenceManage service desk staffing, scheduling, and workload distribution to meet service level targetsCoordinate escalations across technical teams including Field Services and InfrastructureExpand self‑service and Knowledge Management capabilities to improve user enablement and reduce ticket volumeEstablish and maintain ITIL 4‑aligned support processes, standards, and documentationMonitor and report on service performance metrics, trends, and customer experience indicatorsDrive continual improvement initiatives and change management to enhance reliability, efficiency, and user satisfactionPartner with cross‑functional IT teams to support service readiness for new solutions and changesRequirementsBachelor's Degree Information Technology, Computer Science, or a related field, or equivalent experienceITIL 4 Foundation certification (or obtained within a defined timeframe after hire)6+ years of experience in IT support or field services roles required2+ years of experience leading or supervising technical teams requiredExperience working with ITSM platforms such as ServiceNow or similar tools requiredExperience supporting enterprise or multi‑site environments preferredExperience driving service improvement or operational maturity initiatives preferredStrong understanding of ITIL 4 service management practices, particularly Incident, Problem, Request, and Knowledge ManagementStrong communication, organizational, and customer service skillsCome and join our Sparkling team!Due to the nature of our work and to help maintain a safe workplace for our employees and customers, after a candidate receives a conditional offer of employment, they will be required to complete pre-employment screening. This includes a criminal background check, drug screening, and for certain roles, a motor vehicle record review.Screening results are evaluated based on several factors, including the nature and severity of an offense, how much time has passed, the relevance to the position, patterns of repeated offenses, and driving history for roles that require operating a vehicle.All results are reviewed fairly and in accordance with applicable state and federal laws, including the Fair Credit Reporting Act.Swire Coca-Cola is an equal employment opportunity and affirmative action employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status or other legally protected characteristics. Swire Coca-Cola does not sponsor applicants for work visas.