Manager, IT Service Desk (Pending Kick Off)
Role details
Job location
Tech stack
Job description
We are seeking an experienced IT Service Desk Manager to lead the daily operations of our IT Service Desk and own the enduser IT support experience. This role is responsible for delivering reliable, efficient, and customerfocused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as a people leader and operational owner for incident, request, knowledge, and change management, partnering closely with Field Services, Infrastructure, and Cybersecurity teams to ensure consistent and highquality service delivery., * Lead and manage the IT Service Desk team, setting clear expectations, coaching performance, and supporting career development
- Own ITIL 4 Service Deskaligned practices including Incident Management and Service Request Management
- Serve as the Problem Manager, accountable for identifying root causes, coordinating remediation, and preventing incident recurrence
- Manage service desk staffing, scheduling, and workload distribution to meet service level targets
- Coordinate escalations across technical teams including Field Services and Infrastructure
- Expand selfservice and Knowledge Management capabilities to improve user enablement and reduce ticket volume
- Establish and maintain ITIL 4aligned support processes, standards, and documentation
- Monitor and report on service performance metrics, trends, and customer experience indicators
- Drive continual improvement initiatives and change management to enhance reliability, efficiency, and user satisfaction
- Partner with crossfunctional IT teams to support service readiness for new solutions and changes, Due to the nature of our work and to help maintain a safe workplace for our employees and customers, after a candidate receives a conditional offer of employment, they will be required to complete pre-employment screening. This includes a criminal background check, drug screening, and for certain roles, a motor vehicle record review.
Screening results are evaluated based on several factors, including the nature and severity of an offense, how much time has passed, the relevance to the position, patterns of repeated offenses, and driving history for roles that require operating a vehicle.
All results are reviewed fairly and in accordance with applicable state and federal laws, including the Fair Credit Reporting Act.
Requirements
- Bachelor's Degree Information Technology, Computer Science, or a related field, or equivalent experience
- ITIL 4 Foundation certification (or obtained within a defined timeframe after hire)
- 6+ years of experience in IT support or field services roles required
- 2+ years of experience leading or supervising technical teams required
- Experience working with ITSM platforms such as ServiceNow or similar tools required
- Experience supporting enterprise or multisite environments preferred
- Experience driving service improvement or operational maturity initiatives preferred
- Strong understanding of ITIL 4 service management practices, particularly Incident, Problem, Request, and Knowledge Management
- Strong communication, organizational, and customer service skills
Benefits & conditions
Swire Coca-Cola is committed to providing balance to support you in all aspects of your life, both at work and beyond. We offer the benefits you need for physical, financial, and emotional well-being.
- Health coverage (3 medical options, dental and vision). 401(k) Retirement Plan w/company match
- Health Savings Accounts w/company match
- FREE virtual primary care, acute care and physical therapy
- FREE Employee Assistance Program
- Company paid (vacation, holidays, sick time, bereavement, jury duty, maternity/parental, disability leave and volunteer time)
- Discounted & free product
- Tuition reimbursement
- Opportunities for career advancement
In addition to health benefits, Swire Coca-Cola is proud to offer you opportunities where you help give back directly to the communities and causes you care about. Note: Enrollment in a Swire Medical Plan is required for some benefits.
