IT Service Desk Manager

About Arnold Magnetic Technologies

Arnold Magnetic Technologies is a global leader in the engineering and manufacturing of high-performance permanent magnets, magnetic assemblies, precision thin metals, and engineered materials. With more than 130 years of innovation, Arnold serves a wide range of industries, including aerospace, defense, medical, energy, and automotive. Arnold partners with customers worldwide to deliver mission-critical solutions that enable advanced technologies and drive progress.

Arnold Magnetic Technologies is seeking a Service Desk Manager to lead and continuously improve our global end-user support operations. Reporting directly to the CIO, this role manages internal desktop support technicians, oversees outsourced support resources, and ensures consistent, high-quality IT support across the global organization.

This role focuses on standardizing service desk operations, procedures, and service levels, aligning support delivery to ITIL best practices, and improving the overall end-user experience. The Service Desk Manager will partner closely with IT leadership to implement an outsourced Tier 1 support model, establish SLAs and KPIs, and operationalize performance management across internal and external support teams.

This is a hands-on leadership role combining people management, operational execution, and direct end-user support responsibilities. The role is based in Rochester, NY, and because there is no dedicated on-site support technician at this location, the Service Desk Manager will personally provide local end-user support while managing the broader service desk function.

Scope and responsibilities may expand as global service desk operations mature, additional regions are onboarded, and support capabilities evolve.

• Lead the day-to-day operations of the IT Service Desk, ensuring timely, professional, and effective end-user support.
• Manage and mentor internal desktop support technicians, including workload management, performance reviews, coaching, and professional development.
• Serve as the primary escalation point for complex, high-impact, or sensitive end-user issues.
• Own all hands-on end-user support needs at the Rochester, NY location, personally providing on-site support when required and assigning issues that can be resolved remotely to the appropriate team member.

• Partner with the CIO and IT leadership to implement and operationalize an outsourced Tier 1 support model, including onboarding, escalation workflows, knowledge transfer, and ongoing operational integration.
• Serve as the primary operational point of contact for outsourced Tier 1 support providers.
• Monitor outsourced Tier 1 performance against established SLAs and KPIs, escalating issues and driving corrective actions as needed.
• Ensure effective coordination and escalation between outsourced Tier 1 resources and internal desktop support technicians.

• Standardize global service desk operations and service levels by identifying regional gaps and driving adoption of established procedures and tools.
• Ensure consistent intake, escalation, resolution, and communication practices across all supported locations.
• Partner with regional stakeholders to reinforce adherence to service desk standards and continuously improve the end-user experience.

• Apply ITIL-aligned practices within Service Desk operations, including Incident Management, Request Fulfillment, Problem Management, and Knowledge Management.
• Define, document, and continuously improve service desk workflows, procedures, and escalation paths.
• Identify recurring issues and trends, drive root-cause analysis, and coordinate corrective actions with other IT groups.

• Partner with the CIO and IT leadership to define service desk SLAs, then execute, monitor, and continuously improve performance against those SLAs across internal and outsourced support resources.
• Partner with the CIO and IT leadership to establish service desk KPIs, then execute, maintain, and refine reporting and performance management aligned to those expectations.
• Track and report on metrics such as SLA attainment, first-contact resolution, mean time to resolution, backlog aging, and end-user satisfaction.
• Use performance data to drive accountability, coaching, and continuous service improvement.

• Leverage AI-enabled tools and automation to improve service desk efficiency and user experience (e.g., knowledge article creation, ticket triage/routing, self-service support, and trend analysis), aligned to IT leadership standards and security requirements.
• Promote a culture of responsible AI usage within the service desk, ensuring technicians regularly leverage approved AI tools to support troubleshooting, root-cause analysis, and documentation.
• Partner with business stakeholders and IT leadership to surface, document, and evaluate AI…