Sr. Manager, IT Service Desk

Job description

Apogee Services Inc. Position Summary: The Sr. Manager, IT Service Desk is responsible for leading a distributed team of IT Service Desk professionals who provide Tier 1 and Tier 2 support across multiple business segments, including corporate functions, field teams, and manufacturing sites. This role ensures high-quality, customer-focused support services in environments with both office-based and production-critical systems. The Sr. Manager drives operational excellence and continuously improves processes, tools, and workflows to meet the needs of a diverse and fast-paced organization. The ideal candidate is an experienced leader who excels at building strong teams, partnering with business stakeholders, including manufacturing operations—and operating in a dynamic, multi-site environment. Responsibilities: Team Leadership & Management: - Lead, mentor, and develop a team of ~20 Service Desk Analysts across multiple geographic locations. - Manage staffing plans, performance evaluations, coaching, and professional development. - Foster a culture of customer service, accountability, and continuous improvement. - Coordinate team schedules to ensure 24/7 or business-critical coverage...