Manager / Director, IT Service Desk & Field Services

A leading North American food manufacturing company is seeking a strategic, hands-on IT operations leader to oversee enterprise Service Desk and Field Services functions supporting corporate offices and manufacturing facilities across North America. This individual will lead a team of approximately 15 IT professionals responsible for end-user support, field services, and operational technology support while driving continuous improvement across IT service delivery.

The ideal candidate is a modern IT leader who combines strong technical depth with exceptional operational leadership. They understand how to build scalable support organizations, leverage ITSM platforms, establish meaningful service metrics, and develop high-performing teams. This role requires someone who is comfortable operating in a complex enterprise manufacturing environment while partnering across Infrastructure, Security, Networking, and Operational Technology (OT) teams., * Lead and develop a team of approximately 15 Service Desk and Field Services professionals supporting corporate and plant operations.

• Own the enterprise Service Desk function, ensuring high-quality support, strong customer experience, and consistent service delivery.
• Lead Field Services operations across manufacturing locations, establishing standards, processes, and operational excellence.
• Drive continuous improvement initiatives focused on service quality, efficiency, automation, and end-user satisfaction.
• Establish and monitor KPIs, SLAs, and operational metrics while driving accountability across the organization.
• Partner closely with Infrastructure, Networking, Security, and Operational Technology teams to ensure reliable support of business-critical systems.
• Champion ITIL and ITSM best practices, including Incident, Problem, Change, Asset, and Knowledge Management.
• Optimize and evolve ITSM platforms and support tools to improve workflows, reporting, and automation.
• Develop organizational capabilities through coaching, mentoring, succession planning, and talent development.
• Build strong relationships with business stakeholders and manufacturing leadership to ensure technology services align with operational needs.
• Participate in strategic planning for enterprise support services, technology modernization, and operational improvements.
• Manage vendors and third-party service providers as appropriate.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent experience).
• 10+ years of progressive IT operations experience within a complex enterprise environment.
• Proven experience leading Service Desk, Desktop Support, or Field Services organizations.
• Experience managing and developing technical teams in a multi-site environment.
• Strong understanding of enterprise networking fundamentals and infrastructure technologies.
• Experience supporting Operational Technology (OT) environments or manufacturing operations is highly preferred.
• Deep understanding of ITSM platforms such as ServiceNow, Jira Service Management, Ivanti, BMC, or similar solutions.
• Strong knowledge of ITIL service management principles and operational best practices.
• Demonstrated ability to build scalable support organizations, improve operational maturity, and implement process improvements.
• Excellent communication, stakeholder management, and executive presentation skills., We re looking for a seasoned IT leader who brings modern thinking, operational discipline, and a passion for building high-performing teams. This individual should be equally comfortable discussing enterprise technology strategy with executive leadership and coaching managers through day-to-day operational challenges.

The successful candidate will possess:

• Enterprise-scale IT operations leadership experience
• A collaborative, servant leadership approach
• Strong business acumen with a customer-first mindset
• Experience supporting both traditional IT and Operational Technology environments
• A continuous improvement mentality focused on automation, process optimization, and service excellence
• The ability to balance strategic initiatives with operational execution in a fast-paced manufacturing environment