Manager IT Service Desktop Support

JOB REQUIREMENTS: Job Description At Promega, our IT team is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation. By building strong relationships and delivering value, we strive to become a true partner in Promega's success, ensuring that technology serves as a key enabler for future business opportunities. YOUR ROLE: The Manager, IT Service and Desktop Support provides leadership to the ServiceDesk and Desktop support teams. Responsible for ensuring excellent, consistent service and support for internal end-user computing issues and desktop services 24/7 worldwide. Drives operational excellence, developing, implementing and optimizing IT service management processes to ensure consistent service levels and quick resolutions. Direct the lifecycle management and system administration of the organization's desktop environment. Develops, manages, and motivates staff to perform at their highest potential. Interacts with all business areas to ensure agility and efficiency in overall information systems approach. Participates in overall business planning, bringing a current knowledge and future vision of technology and systems related to Promega's business needs. CORE DUTIES: 1. Sets the vision and mission of the IT Service and Desktop Support team to foster a business-oriented culture and mindset driven by continual service improvement techniques. 2. Develop, implement, and maintain all key global ServiceDesk and Desktop support policies and procedures, including monitoring and managing Service Level Agreements (SLAs) for incidents and service requests. 3. Analyze performance of ServiceDesk and Desktop team activities and documented resolutions, identify problem areas and trends to devise and deliver solutions to enhance quality of service and to prevent future problems. 4. Lead, manage, and coach staff in building a culture of accountability and ownership. Establish cross functional roles and provide training opportunities, depth in service delivery, and balance workloads. 5. Build individual development plans and maintain and administer training programs to increase employee productivity, confidence, and retention. 6. Implement and manage of a full-breadth of services supporting the end user environment including, ITIL-based ticket For full info follow application link. Diversity is important at Promega. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class. APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/28DFA4048E504053 Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.