Global Service Desk Manager

The Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high-quality IT support across regions and time zones. This role manages Service Desk staff in the United States, Brazil, and Israel, while providing dotted-line operational support and coordination to Site IT teams at manufacturing facilities.

This is a global role-not a regional manager position-focused on standardization, service quality, performance management, and customer experience, while enabling strong local execution at sites., Global Service Desk Leadership

• Lead and manage global Service Desk teams

• Establish and maintain a "One Tool, One Team" global service desk model

ITSM & ServiceNow Ownership

• Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
• Act as the global process owner for ITSM

Performance Management & Continuous Improvement

• Own and manage global Service Desk KPIs
• Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks

Manufacturing & Site IT Integration

• Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities

• Define clear engagement and escalation models

Stakeholder Engagement

• Own Service Desk processes, SOPs, and operational discipline

• Partner with various teams on incident response, change management, and service improvements

• Communicate Service Desk performance, risks, and improvement plans to IT and business leadership

Accountable Accepting Responsibility Acting Strategically Acting as a Champion for Change Adaptable Attentive Listening Building and Supporting Teams Business Acumen Collaborative Championing Customer Needs Committed Communicating Effectively Controlling Costs Coordinating Project Activities Creating and Maintaining Networks Critical Thinking Customer Service Orientation Delegating Responsibility Delivering High Quality Work Demonstrating Initiative Detailed Oriented Developing Plans Developing Talent Displaying Technical Expertise Driving Projects to Completion Driving Continuous Improvement Evaluating and Implementing Ideas Interacting with People at Different Levels Inspiring and Motivating Others Managing Resources Managing Time Presenting and Public Speaking Prioritizing and Organizing Work Problem Solving Pursuing Self-Development Resolving Conflict Setting Objectives Setting a Strategic Vision Showing Caring and Understanding Solving Complex Problems Strong talent building and leadership skills Supporting Change Supporting Coworkers Supporting Organizational Goals Thinking Globally Using Computers and Technology Trustworthy Working with Diverse Populations

Skills

Ability to manage several complex projects simultaneously while working under pressure to meet deadlines. Able to execute projects and long range goals as directed by management. High degree of time management skills and ability to handle multiple priorities and projects at once. Planning; ability to think ahead and plan, project activities and strategy over short-terms and extended time periods. Strong computer skills and project management experience. Ability to perform effective public speaking presentations and provide effective written communications. Able to develop detailed communications documents that are readily understood by co-workers, vendors and clients. Excellent Written and Verbal Communication Skills Interpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner. Able to identify and resolve problems in a timely manner. Problem analysis and problem resolution at both strategic and functional levels. Ability to build effective teams, coach and develop others Ability to effectively present information to key managers and leadership team. Must have strong team attitude and conflict resolution skills. Proven ability to work effectively in a team environment. Strong team building and management skills sufficient to recruit, lead, train, delegate, cooperate and contribute as a team.

Education & Experience

• Bachelor's degree in information technology, Computer Science, Business Administration (with strong IT/Operations background)

• 15+ years of experience in IT industry

• 5+ years of managing distributed, multi-country teams

• Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms

• ServiceNow certifications (CSA, ITSM, or equivalent) preferred

Phibro Animal Health Corporation is a publicly traded, global organization with a rich history in animal health and nutrition as a manufacturer and marketer of medicated feed additives, vaccines, nutritional specialty products, and mineral nutrition. We strive to be a trusted partner with livestock producers, farmers, veterinarians, and consumers who raise or care for farm and companion animals by providing solutions to help them maintain and enhance the health of their animals. Phibro is a diversified company in manufacturing and marketing products for ethanol performance, microbials for plants, home and industrial applications, and specialty chemicals for various industrial markets. In addition to, Phibro's revenues are in excess of $1 billion and are supported by over 2,400 employees worldwide. At Phibro, people are our greatest asset. We strive to develop a diverse workforce that fosters an environment where people feel supported in openly sharing their creativity and skills that allows them to be the most successful that they can be.