Senior Manager- Service Desk

Salt has partnered with a GLOBAL Agribusiness & food manufacturing company looking to bring on a multi-functional,talented SENIOR SERVICE DESK MANAGER to lead a team of service desk technicians within the IT department.

If you are an inspiring, organized and collaborative person, with a background in IT, extensive knowledge of ServiceNow platform, AND a desire to continuously create better solutions for success- then keep reading!

Responsibilities:

• Manage on site and remote teams, globally, to deliver excellent support experiences
• Lead troubleshooting and resolution in multiple operating systems, enterprise systems through multiple hardware platforms
• Define and lead based on service level agreements
• Develop business cases and continually improve the support process
• Have a team-oriented approach for service execution
• Inspire teams with best practices and create a collaborative environment
• Build relationships with customers and team members
• Manage all day-to-day activities of Service Desk Operation (time cards, budgets, staffing)
• Monitor, review, report performance and make improvements where needed

Education and Experience:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or other related discipline
• Strong communication and team management skills within a global landscape
• Minimum of 10 years related experience in a servicing environment
• Expert in software, computer and technical skills
• Extensive knowledge of ServiceNow (licensing metrics, CMDB capabilities, incident workflows)
• Ability to make IT metrics visible from dashboards within ServiceNow
• Experience with both computer/mobile device enterprise management systems
• Experience with ticket management systems, reporting and analysis
• Proven ability to successfully manage multiple demands shifting priorities
• Create technology roadmaps and coordinating timelines

This role is HYBRID role based out of St. Louis, Missouri

Salt is acting as an Employment Agency in relation to this vacancy.