Service Desk Manager

The Service Desk Manager is the owner of the employee IT experience at The Lighting Group, responsible for managing the global service desk function and day-to-day end user support. This role will implement and optimize a modern service desk platform, drive service quality through KPIs and SLAs, and ensure that employees receive timely, effective, and friendly IT support., * Lead the global IT service desk function, ensuring high quality support to employees across all regions and locations.

• Implement and manage a service desk platform (for example ServiceNow, Freshdesk, Ivanti Neurons, or similar), including workflows, knowledge base, and self-service capabilities.
• Define and monitor service performance through KPIs and SLAs; drive continuous improvement based on metrics and feedback.
• Oversee incident, request, and escalation processes, working closely with Infrastructure, Applications, and Security teams.
• Develop and maintain service desk procedures, runbooks, and knowledge articles to support efficient and consistent service delivery.
• Coach and develop service desk staff (internal and/or external), fostering a customer centric culture and clear ownership.
• Collaborate with HR, Facilities, and other corporate functions to support onboarding, offboarding, and other cross functional processes.
• Communicate planned maintenance, outages, and major incidents clearly and proactively to end users and stakeholders.
• Gather and analyze employee feedback to continuously improve the IT experience.

• Typically requires 7+ years of experience in IT support or service desk roles, including prior service desk management experience.
• Demonstrated experience implementing, configuring, and managing IT service management tools (such as ServiceNow, Freshdesk, Ivanti Neurons, or similar).
• Strong knowledge of ITIL or equivalent IT service management best practices.
• Proven track record managing KPIs, SLAs, and service quality in a multi site or global environment.
• Experience leading and developing service desk or IT support teams.
• Excellent customer service orientation and communication skills, with the ability to interact effectively at all levels of the organization.

Desired Skills

• Experience supporting end users in manufacturing or automotive environments.
• Familiarity with collaboration and endpoint platforms, including Office 365, Windows, mobile devices, and remote access tools.
• Experience working with outsourced or managed service providers in a support context.
• Ability to manage change and drive adoption of new tools and processes for end users.
• Knowledge of ITIL processes and best practices
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Applicants must be legally authorized to work in the United States at the time of hire.

Work Environment

Hybrid (in-office and remote); up to 25% travel

The Lighting Group is a recognized leader in automotive lighting, serving numerous customers globally. We are committed to innovation, quality, and customer satisfaction in a fast-paced, dynamic environment., * If you are ready to steer your career towards new horizons with the Lighting Group, we encourage you to bring your expertise onboard. Join us in shaping the future of automotive lighting solutions, your leadership can make a difference!