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.

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 with company match
• Health Savings Accounts with 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 Level: 6

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.

• Lead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career development
• Own ITIL 4 Service Desk‑aligned practices including Incident Management and Service Request Management
• Serve as the Problem Manager, accountable for identifying root causes, coordinating remediation, and preventing incident recurrence
• Manage service desk staffing, scheduling, and workload distribution to meet service level targets
• Coordinate escalations across technical teams including Field Services and Infrastructure
• Expand self‑service and Knowledge Management capabilities to improve user enablement and reduce ticket volume
• Establish and maintain ITIL 4‑aligned support processes, standards, and documentation
• Monitor and report on service performance metrics, trends, and customer experience indicators
• Drive continual improvement initiatives and change management to enhance reliability, efficiency, and user satisfaction
• Partner with cross‑functional IT teams to support service readiness for new solutions and changes

• Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent experience
• ITIL 4 Foundation certification (or obtained within a defined timeframe after hire)
• 6+ years of experience in IT support or field services roles required
• 2+ years of experience leading or supervising technical teams required
• Experience working with ITSM platforms such as Service Now or similar tools required
• Experience supporting enterprise or multi‑site environments preferred
• Experience driving service improvement or operational maturity initiatives preferred
• Strong understanding of ITIL 4 service management practices, particularly Incident, Problem, Request, and Knowledge Management
• Strong communication, organizational, and customer service skills

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…