IT Service Desk Manager

IT Service Desk Manager at Babcock & Wilcox

Join us as the Senior IT Service Desk Manager to lead a team of support analysts and ensure exceptional end‑user service. The role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction.

• Leadership & Team Management
  • Lead, mentor, and develop a team of service desk analysts and supervisors.
  • Establish clear performance goals and conduct regular evaluations.
  • Foster a culture of accountability, collaboration, and continuous improvement.
• Service Desk Operations
  • Oversee day‑to‑day operations, ensuring timely resolution of incidents and requests.
  • Monitor service levels to maintain compliance with SLAs and KPIs.
  • Manage escalations and ensure effective communication with stakeholders.
• Process & Continuous Improvement
  • Implement ITIL best practices for incident, request, and problem management.
  • Identify opportunities for automation and process optimization.
  • Develop and maintain documentation, knowledge bases, and training materials.
• Technology & Tools
  • Administer and optimize ITSM platforms such as Service Now and Jira Service Management.
  • Ensure integration with monitoring and reporting tools.
  • Stay current with emerging technologies and recommend improvements.
• Customer Experience
  • Drive initiatives to improve end‑user satisfaction and service quality.
  • Act as liaison between IT and business units to align support with organizational goals.
• Budget & Resource Management
  • Assist in forecasting and managing the service desk budget.
  • Ensure efficient allocation of resources and staffing.
• Qualifications
  • 15+ years of experience in IT support, with a minimum of 5 years in a leadership role.
  • Proven experience managing a large service desk team in a complex environment.
  • Certifications:
    
    ITIL Foundation (required); ITIL Intermediate or Manager level (preferred).
  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in ITSM tools and reporting.
  • Analytical and problem‑solving mindset.
  • Strategic thinking and decision‑making.
  • Customer‑centric approach.
  • Ability to manage multiple priorities in a fast‑paced environment.
  • Continuous improvement mindset.

Primary

Location:

Akron, OH (hybrid)