IT Support Services Manager

Summary

We are seeking an experienced IT Support Services Manager to lead Service Desk and Site Desktop Support operations across a multi-site corporate and manufacturing environment. This role will oversee a team supporting numerous locations and is responsible for delivering consistent, responsive, and customer-focused end-user technology support.

The ideal candidate brings experience across both Service Desk and desktop/site support environments, along with strong people leadership, ITSM process knowledge, and technical understanding. This person will establish meaningful service metrics, manage SLAs, improve support processes, oversee device lifecycle planning, and provide clear visibility into support performance across the organization.

• Lead daily Service Desk and Site Desktop Support operations across corporate and manufacturing locations.
• Manage, coach, and develop a team of Service Desk and Site Support professionals working both onsite and across distributed locations.
• Establish team goals, performance expectations, service standards, and accountability.
• Ensure timely resolution of incidents, service requests, and escalations while maintaining a strong customer experience.
• Coordinate staffing and support coverage based on business and site needs.
• Build a collaborative, service-oriented culture focused on continuous improvement and effective communication.

• Manage and improve ITSM processes, including incident, service request, problem, escalation, major incident, asset/device, and knowledge management.
• Utilize Jira ITSM to manage workflows, create dashboards and forms, run queries, analyze service data, and track SLAs and performance.
• Define and monitor key metrics such as SLA attainment, resolution time, first-contact resolution, backlog, ticket quality, customer satisfaction, and major incident performance.
• Analyze support trends to identify recurring issues, process gaps, training needs, and opportunities for automation or improvement.
• Develop and maintain standard processes, procedures, documentation, and knowledge resources.
• Apply practical ITIL principles and best practices to improve service consistency and maturity.

• Coordinate desktop and endpoint support across office and manufacturing environments.
• Oversee device lifecycle and refresh planning for approximately 900 computers, including roughly 300 annual refreshes.
• Maintain visibility into device age, lifecycle status, deployment, redeployment, and retirement.
• Coordinate operating system rollouts, endpoint deployments, patching activities, and other technology changes impacting end users.
• Partner with infrastructure, systems, network, cybersecurity, and application teams to resolve issues and support technology initiatives.
• Lead major incident coordination, escalation, communication, and follow-up.
• Develop dashboards and reporting that provide leadership with clear visibility into service performance, trends, and operational priorities.
• Use Excel and other reporting tools to analyze service data, asset information, refresh cycles, and operational performance.
• Manage assigned departmental budget responsibilities, including expense tracking, analysis, forecasting, and planning.
• Identify opportunities to improve service quality, efficiency, standardization, and customer satisfaction.
• Support major technology implementations and business initiatives that impact end users and site operations.

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent relevant experience.
• 5+ years of experience in Service Desk, desktop support, end-user computing, infrastructure support, or a related IT environment.
• 3+ years of experience managing technical support professionals, including onsite and/or distributed teams.
• Prior hands-on experience in Service Desk and/or desktop/site support environments.
• Strong experience with Jira ITSM, including ticket management, dashboards, forms, queries, reporting, and SLA tracking.
• Experience establishing and managing service metrics,…