Manager, IT Service Desk

Job Details

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
• 2+ years of experience leading or supervising technical teams
• Experience working with ITSM platforms such as Service Now or similar tools
• Experience supporting enterprise or multisite 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

• 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 leave including vacation, holidays, sick time, bereavement, jury duty, maternity/parental, disability leave and volunteer time
• Discounted & free product
• Tuition reimbursement
• Opportunities for career advancement

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 to 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.