IT Service Desk Manager

Lead the end-to-end IT Service Desk, setting service standards and fostering a culture of professionalism, empathy, and accountability. Design service models focused on user delight, proactive issue prevention, and measurable satisfaction. Analyze ticket data, identify root causes, and drive permanent corrective actions to reduce recurring pain points. Implement and optimize ITIL-aligned processes, standardizing intake, escalation, and knowledge management while maintaining strong SLA performance. Provide hands-on technical leadership across Windows and macOS endpoints, AD/Entra ID, Intune, Exchange, and collaboration tools in manufacturing and R&D environments. Partner with Infrastructure, Security, Business Systems, and Manufacturing IT to align IT with business goals and elevate IT as a strategic enabler.