Senior Manager, Global IT Service Desk

Job description

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. As the Senior Manager, Global IT Service Desk, you will lead and mentor our end-user support team, ensuring the delivery of exceptional technical assistance to all employees. This role demands a strong blend of technical expertise and excellent customer service skills. Key responsibilities include the leadership, training, and support of the Service Desk team, the management of the entire ticket escalation process, hardware operations, AV operations, and the resolution of critical and complex technical issues. This role reports directly to the Director of IT. Key Responsibilities: IT Service Desk Leadership and Operations - Team Leadership and Development: Lead, coach, and develop the IT Service Desk team, overseeing daily operations and setting performance metrics to ensure high-quality service delivery. - Customer Serv...