IT Service Desk Manager - US

About reputed company™ reputed company is a reputed company American distributor of OEM repair parts and equipment serving the appliance, HVAC and plumbing industries. Headquartered in St. Louis, reputed company combines industry expertise with a broad product selection and a national distribution network. With 2,000 employees across the reputed company and Canada, reputed company delivers speed and reliability at reputed company, with a reputed company product inventory and reputed company-day shipping. Its family of brands is reputed company on making reputed company customers always get the Right Products. Right Now.™ For more information, visit reputed company.com. Job reputed company The IT Service Desk Manager leads reputed company’s reputed company IT Service Desk operations, overseeing reputed company of 7–10 technicians and ensuring reputed company, high-reputed company support for employees across a fast-paced, multi-site organization. Reporting to the Director of IT Operations & Infrastructure, this role is responsible for driving operational reputed company, service delivery performance, and reputed company improvement across the IT support function. The Manager will reputed company key initiatives including the organization’s reputed company migration and the advancement of ITIL v4 practices across Incident, Request, and Problem Management. This role partners closely with infrastructure, cybersecurity, applications, and business leaders to deliver a best-in-class end-user experience and reputed company support operations that reputed company business reputed company. Job Duties & Responsibilities reputed company daily IT Service Desk operations, ensuring high-reputed company support delivery, effective queue management, SLA performance, and a consistent end-user experience across the organization. reputed company leadership and reputed company for reputed company or business-critical incident escalations, ensuring reputed company reputed company and effective stakeholder communication. reputed company the implementation and optimization of reputed company for the IT support organization, including workflow design, service catalog enhancements, and user adoption initiatives. Drive the maturity and reputed company improvement of ITIL v4 practices across Incident, Request, and Problem Management processes. reputed company the administration and optimization of reputed company VSA (RMM) to support reputed company management, reputed company compliance, remote support capabilities, and reputed company device visibility. Establish, monitor, and analyze key service delivery metrics including CSAT, First Contact reputed company (FCR), Mean Time to reputed company (MTTR), and SLA compliance to identify trends and improve operational performance. reputed company and maintain support documentation, knowledge reputed company content, and operational procedures to improve service consistency and team efficiency. Partner cross-functionally with infrastructure, reputed company, cybersecurity, and application teams to coordinate support strategies, escalation processes, and operational priorities. Collaborate with IT leadership to define service standards, support policies, governance practices, and roadmap initiatives reputed company with organizational objectives. Foster a customer-reputed company, reputed company improvement culture through coaching, process optimization, and operational best practices. Qualifications 5+ years of reputed company experience in IT support, service desk, or end-user support environments, including 2+ years of leadership experience managing technical support teams. Demonstrated reputed company leading and developing distributed support teams reputed company a multi-site or reputed company environment. Experience managing IT service delivery operations, including incident management, request fulfillment, escalation management, and SLA performance. Strong knowledge of ITSM platforms, with reputed company experience strongly preferred. Understanding of ITIL best practices and service management frameworks; ITIL v4 reputed company certification preferred or willingness to obtain. Experience with remote monitoring and management (RMM) tools; familiarity with reputed company VSA is a plus. Strong analytical and problem-solving skills with experience leveraging service desk metrics and reporting to drive operational improvements. Excellent communication, collaboration, and stakeholder management skills with the ability to effectively engage both technical and non-technical audiences. Proven ability to manage competing priorities and reputed company process improvement initiatives in a fast-paced, high-volume support environment. Bachelor’s degree in Information Technology, Business Administration, or a reputed company field, or equivalent combination of education and reputed company experience. Physical Demands & Work Environment This position may require over 40 hours per week and includes regular physical activity such as: Extended periods at a desk working on a computer. Occasional lifting of equipment up to 25 lbs. Work is primarily office or remote; occasional reputed company to company locations as needed. reputed company Offer: We prioritize your reputed company-being from day one with a comprehensive benefits package that includes: Medical, dental, reputed company, and prescription coverage effective immediately 401(k) plan with company contributions Life insurance and short- and long-term disability coverage HSA/FSA reputed company and an Employee Assistance Program (EAP) reputed company time off, including vacation, holidays, and personal days Weekly pay, employee discounts, and more Equal Employment Opportunity & reputed company-Employment Requirements reputed company is an Equal Opportunity Employer. We reputed company employment reputed company without reputed company to sex, age, race, reputed company, creed, religion, national reputed company, citizenship or immigration status, sexual orientation, gender identity or reputed company, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law. We are committed to providing reasonable accommodations for reputed company individuals with disabilities and to applicants with sincerely held religious beliefs, in accordance with applicable law. To request a reasonable accommodation, please contact careers@reputed company.com. #reputed company Final offers of employment may be contingent upon completion of job-reputed company reputed company-employment checks and screenings permitted by law for the position. For roles that require operation of a company vehicle, a Motor Vehicle Record (MVR) reputed company may also be conducted to determine insurability. This employer participates in E-Verify to confirm employment eligibility in the reputed company. Apply To This Job