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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager / Director, IT Service Desk & Field Services - **Company:** Scigon Solutions - **Location:** Oak Brook, United States - **Experience:** Expert - **Salary:** $150,000.0 - $180,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Information Technology Operations, Knowledge Management, Information Technology, Operational Systems, Servicenow - **Published:** June 30, 2026 - **Apply:** https://www.dice.com/job-detail/635864e3-7f25-42db-b7e9-18537042e7e9 ## About the Role * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Enterprise Linux as Container Images](https://www.wearedevelopers.com/videos/1610-enterprise-linux-as-container-images) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Robots are coming into the wild! 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