Sr. Manager, IT Service Desk

Position Summary

The Sr. Manager, IT Service Desk is responsible for leading a distributed team of IT Service Desk professionals who provide Tier 1 and Tier 2 support across multiple business segments, including corporate functions, field teams, and manufacturing sites. This role ensures high-quality, customer-focused support services in environments with both office-based and production-critical systems. The Sr. Manager drives operational excellence and continuously improves processes, tools, and workflows to meet the needs of a diverse and fast-paced organization. The ideal candidate is an experienced leader who excels at building strong teams, partnering with business stakeholders, including manufacturing operations-and operating in a dynamic, multi-site environment.

Responsibilities

Team Leadership & Management

• Lead, mentor, and develop a team of ~20 Service Desk Analysts across multiple geographic locations.
• Manage staffing plans, performance evaluations, coaching, and professional development.
• Foster a culture of customer service, accountability, and continuous improvement.
• Coordinate team schedules to ensure 24/7 or business-critical coverage (as applicable).

Service Delivery & Operations

• Oversee end-to-end incidents, request, and problem management processes.
• Ensure all SLAs, KPIs, and performance metrics are met or exceeded.
• Monitor daily operations and address escalations quickly and effectively.
• Maintain high-quality documentation, runbooks, and knowledge base articles.

Stakeholder & Cross-Functional Engagement

• Partner with business leaders across different segments to understand support needs and emerging requirements.
• Serve as the primary liaison between the Service Desk and other IT teams (Infrastructure, Security, Applications, etc.).
• Communicate service performance, trends, and improvement initiatives to IT leadership and business stakeholders.

Process Improvement & Technology

• Identify opportunities to streamline workflows, automate repetitive tasks, and enhance the user support experience.
• Lead initiatives for tool optimization, including the ITSM platform
• Implement best practices in ITIL-based service management, including incident, problem, change, and asset management processes.
• Drive continuous improvement in customer satisfaction, response times, and service quality.
• Other duties as assigned

Education & Experience

Required

• 10+ years of IT support or IT service management experience.
• 10+ years of leadership experience managing Service Desk teams, preferably distributed or multi-site.
• Strong understanding of ITIL frameworks and ITSM processes.
• Proven experience supporting diverse business segments (e.g., corporate, operations, Manufacturing, field teams).
• Excellent communication, leadership, and stakeholder management skills.
• Demonstrated ability to analyze service data and implement improvement initiatives based on voice of the customer.
• Experience with metrics dashboards, reporting, automation, or workflow optimization.

Preferred

• Bachelor's degree in Information Technology, Computer Science, or related field.
• ITIL Foundation or higher-level certification.
• Experience with enterprise ITSM tools (EasyVista, Ivanti, Service Now, etc.).
• Background in managing support for hybrid environments (cloud/on-prem).

Salary Range

• $135,000 - $165,000

Travel Requirements

Travel anticipated approximately 5-10% to visit various sites & team members as needed.

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Apogee Enterprises is an Equal Opportunity/Affirmative Action Employer.

Our Benefits

We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)

• Incentive Plans

• 401(k) with employer contribution and match

• Employee Stock Purchase Plan with employer match

• Paid Time Off (Vacation and Sick Time)

• Paid Holidays

• Tuition Reimbursement Program

• Employee Assistance Program (EAP)

• Wellness Program

• Training and Career Progression

Apogee and our brands are an Equal Opportunity Employer.