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Service Desk Manager - IT
Nature's Way
Nature's Way

Job Location: Green Bay, WI
Job Type: Full Time
Department: IT

The IT Service Desk Manager is responsible for managing the Service Desk team, its processes and relationships. The Service Desk team provides local and remote support to the Natures Way organization at 8 location in the US and Canada. The Service Desk serves as the first point of contact and provides support for all IT Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Manage a highly effective Service Desk Team which:
    • Provides excellent customer service
    • Completes 100% ticket documentation
    • Manages the expectations of all customers
    • Follows all processes and standard operating procedures
    • Meets service level agreements on ticket response
    • Prioritizes work according to prioritization guidelines
    • Provides consistent and effective end user training
    • Consistently escalates tickets to second level support in appropriate timeframe
  • Develop and maintain Service Desk standard operating procedures and guidelines
  • Provide guidance & assistance to Service Desk Technicians with a focus on efficient resolution of tickets
  • Manage ticket volume and resource focus to maintain appropriate staffing
  • Be able to effectively work and communicate with the Service Desk team
  • Manage relationships with staffing partners to effectively fill any service desk staffing needs
  • Manage the creation and maintenance of knowledge base entries
  • Participate in service level agreement maintenance
  • Participate in the after hours support rotation
  • Provide project management of routine projects and project support of complex projects
  • Participating in the management of relationships with 3rd parties to assist in providing support
  • Work with vendors to resolve issues
  • Participate in the major incident process
  • Perform basic administrative tasks
  • Follow all SOPs
  • Advocate for the customer
  • Works with other Teams to facilitate new Service transition to Support
  • Participate in Basic VMware View Administration
  • Provide Basic Support of our Core Systems
  • Participate in Basic Administration of a Core System
  • Perform Ticket Reviews
  • Perform Employee Reviews
  • Participate in Process Improvement and Maintenance to support a culture of continuous improvement
  • Manage IT Small Equipment purchasing process, small equipment budget and spend
  • Tracks Assets, Accounts and Software Usage
  • Participate in the budgeting process

Training / Certification
  • ITIL
  • CAPM
  • HDI - SCA, DST (preferred)
  • HDI Manager (preferred)


This role has supervisory responsibilities


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum 5+ years experience managing people in a Service Desk environment
  • Minimum 2+ years experience in an ITIL environment
  • Strong verbal and written communication skills
  • BA/BS degree in Computer Sciences or related field preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information.

How to Apply:

Nature’s Way is an Equal Employment Opportunity Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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