IT Service Desk Manager

Job Overview

The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity.

The IT Service Desk Manager is a member of the Global Information Technology team responsible for leading day-to-day service desk operations and developing a team of IT service desk technicians and support analysts. This role ensures high-quality, efficient support across a large, global enterprise by improving incident resolution, user satisfaction, service performance, and process maturity. Reporting to the Global IT & Cyber Security Manager, this position owns service levels and performance metrics, Jira Service Management administration, knowledge and self-service capabilities, ITIL-aligned incident, problem, and change practices, asset and endpoint management processes, vendor performance, escalations, and operational reporting.

This is a full-time, on-site position at Evapco's corporate headquarters in Taneytown, Maryland. Very infrequent travel may be required.

• Lead, schedule, coach, and mentor a team of service desk technicians and support analysts, fostering a customer-first, continuous-improvement culture
• Own performance management activities, including goal-setting, regular one-on-one meetings, professional development planning, and constructive feedback
• Manage staffing coverage and shift scheduling to provide consistent support availability across global time zones as needed

• Define, monitor, and continuously improve key performance indicators and service level agreements, including first-call resolution, ticket aging, and customer satisfaction
• Analyze service trends, recurring issues, and root causes to improve resolution times and the overall end-user experience
• Use operational data and customer feedback to prioritize service improvements and align support delivery with business goals

• Serve as the business owner and administrator for IT Service Management system, including queue configuration, workflows, automation, and reporting dashboards
• Maintain and enhance the knowledge base and end-user self-service capabilities to reduce avoidable tickets and empower users
• Drive strategic initiatives to modernize service desk tools, processes, and support capabilities

• Manage incident, problem, and change management life cycles in alignment with ITIL best practices
• Coordinate escalations, major incident response, stakeholder communications, and post-incident reviews
• Identify corrective actions and process improvements that drive lasting resolution and greater service maturity

• Oversee IT asset management (ITAM) and mobile device management (MDM) processes, ensuring accurate inventory, lifecycle tracking, and compliance
• Partner with security and infrastructure teams to ensure endpoints are provisioned, patched, and managed to corporate standards
• Support consistent processes for device deployment, replacement, transfer, recovery, and retirement

• Manage relationships with third-party vendors and service providers and hold them accountable to contractual service levels
• Serve as the primary escalation point for complex, high-impact, or business-critical support issues
• Communicate service status, initiatives, risks, and outcomes effectively to technical and non-technical stakeholders

• Produce clear, actionable performance and operational reports for IT leadership and business stakeholders
• Present service trends, performance results, improvement plans, and recommendations in a concise and business-focused manner

• Bachelor's degree in Information Technology, a related technical or business discipline, or equivalent…