IT Service Desk Manager

Revere Control Systems • Hoover, AL

4d • Onsite

About The Position

The IT Service Desk Manager is a hands‑on technical leader responsible for directly supporting and managing Helpdesk and Desktop Support operations across multiple manufacturing sites. This role blends leadership with active participation in daily support tasks—jumping into complex tickets, assisting with device deployments, supporting shop‑floor technology, and ensuring that all employees across production facilities, offices, and remote sites receive timely, high‑quality technical support.

The ideal candidate is as comfortable working tickets and deploying devices as they are coaching technicians, building processes, and partnering with plant leadership. This role is critical to maintaining uptime, improving support maturity, and ensuring a secure, efficient end‑user experience.

Requirements

• Bachelor’s degree in information systems or related field preferred; relevant certifications (ITIL, A+, Network+, MD 102, HDI) are a plus.
• 7-10+ years of IT support experience, including hands on troubleshooting of Windows devices, networks, printers, and common business applications.
• 5-7+ years management experience within a Helpdesk/Desktop Support environment.
• Experience in manufacturing or multi-site support environments strongly preferred.
• Strong technical competency in: Windows OS, M365, Azure AD/Entra ID Intune, imaging tools, endpoint management VPN, basic networking, Wi Fi troubleshooting Printers, scanners, barcode devices Cloud-based tools Mobile device management (MDM)
• Ability to work across production floors, office spaces, warehouses, and remote user setups.
• Excellent communication and customer service skills.
• Strong understanding of ITSM tools and concepts (e.g., ServiceNow, FreshDesk, Jira Service Desk).

Responsibilities

• Work directly on escalated Helpdesk and Desktop Support tickets, including hardware issues, configuration problems, imaging, networking, and account access.
• Perform hands‑on device builds, OS imaging, Intune enrollment, printer configuration, and workstation setup.
• Support plant‑floor technology: PCs, scanners, label/barcode printers, production check‑in stations, and network-connected industrial devices.
• Travel to manufacturing sites to provide onsite troubleshooting, deployments, equipment swaps, and user support.
• Participate in after‑hours or weekend support during critical outages, plant initiatives, or system updates.
• Lead, coach, and mentor Helpdesk and Desktop Support technicians with a focus on growing technical depth and troubleshooting skills.
• Set daily/weekly priorities, provide guidance on active tickets, and ensure consistent coverage across multiple time zones and sites.
• Participate in interviews, hiring, onboarding, and performance development for support staff.
• Monitor ticket queues and personally intervene where needed to keep SLAs on track.
• Establish and maintain realistic SLAs, escalation rules, and service expectations.
• Improve ticket quality through coaching, peer reviews, and knowledge sharing.
• Perform root‑cause analysis on recurring issues and implement fixes with the team.
• Create hands‑on support documentation, “How‑To” guides, imaging steps, and troubleshooting playbooks.
• Build and maintain a strong knowledge base to enable faster resolution and onboarding.
• Standardize desktop builds, device provisioning, and software deployment processes.
• Identify recurring pain points and actively implement technical and process improvements.
• Oversee and participate in device lifecycle management: imaging, patching, repairs, replacements, and decommissioning.
• Maintain accurate inventory and asset tracking; ensure proper documentation and labeling.
• Validate endpoint compliance, encryption status, and security-baseline adherence.
• Work closely with plant managers, supervisors, line leads, and maintenance teams to understand production needs.
• Ensure IT support adapts to shift schedules, production changeovers, and high‑volume periods.
• Respond quickly to floor‑impacting issues and minimize downtime.
• Enforce secure support practices (MFA, privileged access, device isolation, patching).
• Support cybersecurity team with incident response steps, evidence capture, and endpoint containment.
• Ensure technicians follow safe handling procedures for sensitive equipment and information.
• Track and report on SLA performance, ticket metrics, and site‑level support needs.
• Recommend staffing, tooling, and process adjustments based on real data and hands‑on observations.
• Drive continuous improvement across the support function through practical, actionable changes.

Benefits

• We offer a robust benefits package including health, life, short-term and long-term disability insurance as well as dental and vision programs you need to take care of your family, along with other benefit options.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees