Service Desk Manager
Description
Bringing our love of food to families for five generations! Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career!
Summary: The Manager of Service Desk is a hands-on leader responsible for overseeing the daily operations, strategy, and continuous improvement of the Service Desk function. This role manages a team of IT Operations Specialists and Help Desk Analysts, ensuring that Tier 1 and Tier 2 technical support is delivered efficiently, escalated appropriately, and resolved with a high degree of customer satisfaction. The Manager will define support processes, manage incident response, own the ticketing system, and lead the development of ITIL-aligned practices such as change control and SLA management. A strong focus on end-user experience, accountability, and operational excellence is key to success in this role.
Essential Duties and Responsibilities:
Service Desk Leadership & Strategy
- Lead and manage the day-to-day operations of the Service Desk team, ensuring timely and effective resolution of support tickets across Tier 1 and Tier 2 levels.
- Develop and implement the overall strategy and structure for the Service Desk, aligning processes and workflows with ITIL best practices.
- Serve as the escalation point for Tier 3 issues, coordinating with Infrastructure, Applications, and Security teams as needed.
- Foster a culture of accountability, continuous improvement, and customer-centric service delivery.
Incident & Change Management
- Own the incident management process for the IT organization, ensuring timely resolution, root cause analysis, and stakeholder communication.
- Facilitate and lead IT change control meetings, tracking change requests and ensuring alignment with governance and risk mitigation practices.
Ticketing System & Support Process Ownership
- Own administration of the current IT ticketing platform (Zendesk), including configuration, workflow management, and reporting.
- Lead the evaluation and potential migration to new ticketing systems as business needs evolve.
- Define clear SLAs, escalation paths, and ticket categorization to streamline support and improve performance tracking.
IT Asset & Vendor Management
- Ensure all IT assets are tracked and managed effectively, including assignment, lifecycle, service records, and disposal processes.
- Oversee vendor relationships related to Service Desk operations, including hardware resellers, managed support partners, and warranty service providers.
Team Management & Development
- Manage and mentor IT Operations Specialists and Help Desk Analysts, providing coaching, career development, and performance evaluations.
- Set goals and KPIs for the team and regularly evaluate metrics to ensure consistent delivery and improvement.
- Design, implement, and own the structure and operation of the on-call support rotation, ensuring appropriate coverage, escalation protocols, and response times to support business-critical functions.
Customer Experience & Communication
- Drive a customer-first mindset within the team, ensuring that end-user satisfaction is prioritized in all support interactions.
- Develop internal documentation, training, and knowledge base articles to empower self-service and reduce repetitive requests.
Audio/Visual and Site Support
- Oversee AV infrastructure and equipment in corporate locations, ensuring systems are operational, modernized, and supported for meetings and events.
- Coordinate with Facilities and other business stakeholders for onsite support needs during moves, buildouts, or new location setup.
Education and/or Experience:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of progressive IT support experience, with 2+ years in a leadership or management role.
- Proven experience managing an IT Service Desk, including ownership of ticketing platforms.
- Strong understanding of ITIL framework and best practices; ITIL certification a plus.
- Hands-on experience with managing end-user technologies including Windows OS, Office 365, collaboration tools, mobile devices, and printers.
- Experience managing IT asset inventory and vendor relationships.
- Excellent communication, leadership, and customer service skills
Our Total Compensation Package Includes:
- Medical, dental and vision benefits
- 401k with Company match
- Paid time off including vacation, sick time and holidays.
- Education Assistance Program
- Life Insurance and Short-Term Disability
- Discounts on Blount products at Company retail locations
- Discretionary Annual Bonus Program