IT Service Desk Manager, Americas

Position Overview

H&V's IT Service Desk Manager, Americas plays a pivotal role in leading and coaching our IT support team across 8 plants in the Americas, while also serving as a key liaison with our global IT support teams. This role is about delivering outstanding service to our internal customers through both people leadership and hands-on support when needed.

The IT Service Desk Manager sets the tone for the team by modeling a customer-first mindset, building consistent processes, and ensuring issues are resolved quickly and effectively. While the emphasis is on leadership, process, and continuous improvement, this is a true player / coach role : the manager is expected to step in and take on frontline support responsibilities when necessary, demonstrating that no task is beneath them and reinforcing a culture of accountability and teamwork.

Key Responsibilities

Leadership & Process Management

• Lead and coach a distributed IT support team across 8 plants in North America.
• Set clear expectations, conduct regular check-ins, provide coaching, and support career development of team members.
• Build strong working relationships with global IT support teams and act as a key liaison to ensure consistent service delivery worldwide.
• Define, implement, and continuously improve IT service desk processes (ticket categorization, escalation paths, knowledge base).
• Monitor and report on key service desk performance metrics (SLA compliance, first call resolution, customer satisfaction, backlog).
• Lead communication during major incidents, coordinating with internal IT, business stakeholders, and external vendors.

Customer Support & Technical Contribution

Continuous Improvement & Documentation

Additional Requirements

Qualifications & Experience

Technical Skills

Personal & Professional Attributes