Service Desk Manager

Job Summary

Meyer is seeking a highly customer-focused and strategic Service Desk Manager. In this role, you will lead a dedicated team of 5, encompassing service desk personnel and System Administrators, driving high-quality IT service delivery and an exceptional end-user experience across retail, cultivation, office, HQ, and manufacturing environments.

Acting as a strategic partner to the cross-functional team, this position bridges technical data systems, cybersecurity, network infrastructure, and business needs. You will oversee physical infrastructure, enterprise networks, day-to-day ticketing operations, and drive continuous optimization through AI‑automated tools, ensuring accurate, timely, and actionable reporting to support operational and strategic decision‑making.

• Lead, manage, coach, and mentor a team of 5 consisting of service desk personnel and System Administrators to ensure timely, effective resolution of support requests and continuous development of technical and customer‑service skills.
• Oversee day‑to‑day ticketing operations (Fresh service or similar), including prioritization, escalation, and workflow management.
• Act as the primary escalation point for critical issues, ensuring clear and timely communication during outages and major incidents.

• Oversee IT service delivery and support for all physical infrastructure buildings, ensuring uptime and operational continuity across retail, cultivation, office, HQ, and manufacturing facilities.
• Manage and provide tier‑level support for network infrastructure, including Cisco, Palo Alto, Fortigate, and enterprise wireless networks.

• Own and manage the enterprise Secrets Manager, ensuring strict adherence to cybersecurity best practices and internal compliance controls.
• Administer, manage, and support corporate endpoint management and security platforms, specifically Microsoft InTune, Iru/Kandji, and Crowdstrike.

• Drive vendor and contract management initiatives, including leading negotiations, renewals, and software/hardware lifecycle management.
• Hold external vendors, integration partners, and service providers accountable to established SLAs, ensuring performance meets or exceeds business expectations.

• Evaluate, champion, and implement AI‑driven automated tools within the Service Desk environment to improve workflows, enhance ticket deflection, and optimize the end‑user experience.
• Evaluate business processes and recommend IT/Service enhancements aligned with best practices.

• Collaborate closely with business stakeholders, developers, and the ERP team to support users on enterprise platforms, including Net Suite ERP and Net Suite Analytics Warehouse (NSAW).
• Translate business requirements into system enhancements, self‑service IT capabilities, and reporting solutions.

• Define, track, and report on SLAs and KPIs to continuously improve service performance and efficiency.
• Establish IT reporting standards, KPI definitions, and data governance practices.
• Deliver executive dashboards highlighting service desk metrics and end‑user satisfaction.
• Ensure data accuracy, security, and compliance with audit and SOX requirements.

• Education:
  
  Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
• Experience:
  
  4+ years in IT Service Management, including at least 2+ years in a direct leadership or managerial role.
• Frameworks:
  Strong working knowledge of ITIL frameworks (ITIL certification highly preferred) and ITIL‑based processes for incident, problem, and change management.
• ITSM & Endpoint Stack:
  Hands‑on experience overseeing ITSM platforms (Fresh service or similar) and managing endpoints/security using Microsoft InTune, Iru, and Crowdstrike.
• Networking & Security:
  Practical experience supporting network infrastructure (Cisco, Palo Alto, Fortigate, Wireless) and a strong understanding of cybersecurity best practices, including owning/managing a Secrets…