IT Service Desk Manager

Position Summary:
The Service Desk Manager will lead and manage Evenflo's IT Service Desk team, providing end-user support across multiple locations, including remote users. This position is based at Evenflo's Canton, MA headquarters and will oversee a geographically dispersed team, ensuring timely, professional, and effective IT support services. The Service Desk Manager is responsible for driving operational excellence, improving support processes, and ensuring a positive customer experience for all employees, including executive leadership.

Key Responsibilities:

• Lead and manage the Service Desk team across multiple locations, including on-site staff in Canton, MA, and remote staff at other Evenflo sites.
• Provide leadership and oversight of daily Service Desk operations, ensuring timely resolution of IT incidents and service requests.
• Serve as a primary point of contact for IT support at the Canton headquarters while supporting users across all Evenflo locations, including remote users.
• Ensure adherence to service level agreements (SLAs) and maintain a high level of customer service.
• Provide direct support to executive leadership and VIP users.
• Manage user accounts, licenses, and permissions within Microsoft 365 and Entra ID (Azure Active Directory).
• Oversee onboarding and offboarding IT processes, ensuring proper provisioning and de-provisioning of equipment, accounts, and system access.
• Plan and conduct end-user training sessions on common IT systems, tools, and security awareness.
• Manage procurement, quoting, and purchasing of end-user hardware, peripherals, and software.
• Develop and maintain a streamlined process for ordering IT equipment and peripherals.
• Maintain accurate asset tracking and lifecycle management of IT equipment.
• Develop and maintain IT support documentation, knowledge base articles, and standard operating procedures.
• Collaborate with the other IT teams to escalate and resolve complex issues.
• Identify opportunities to improve IT support processes, user experience, and team performance.
• Participate in change management processes, providing input on potential end-user impact.

Qualifications:

• Bachelor's degree in an IT-related field preferred; Associate's degree with equivalent experience will be considered.
• 5+ years of IT Service Desk experience, with at least 2 years in a leadership or management role.
• Experience leading geographically dispersed teams and supporting users in multiple locations, including remote users.
• Strong technical knowledge of Windows workstations, macOS, Microsoft 365, Entra ID, and end-user hardware.
• Experience with ITSM platforms (FreshService preferred).
• Experience in IT procurement and asset management.
• Strong communication, leadership, and customer service skills, with an emphasis on both written and verbal communication.
• Confident and comfortable presenting to small groups, including training sessions and executive briefings.
• Proficient in Microsoft Office applications, particularly PowerPoint, Excel, and Word.
• Ability to work effectively and efficiently under pressure, managing competing priorities in a fast-paced environment.
• Ability to plan and deliver end-user training sessions.
• Strong problem-solving skills and attention to detail.
• Professional demeanor and ability to work with employees at all levels, including executives.

EEO/AA EMPLOYER