IT Service Desk Manager

About Forterra

Forterra is a leading provider of autonomous systems for ground-based movement in the working world. Amongst some of the earliest innovators in the field of driverless technology, Forterra is focused on building systems that protect front-line soldiers and enable civilian workers in our industrial base. Forterra is the go-to provider of ground autonomy solutions for the U.S. Department of Defense, which harnesses the technology for asymmetric warfare in critical conditions.

About the role

We are seeking an experienced and proactive IT Service Desk Manager to lead the day-to-day operations of our service desk and to own our IT asset, license, and vendor management processes. In this role, you will manage a small team, act as a key liaison with IT, Cybersecurity and other departments to ensure that internal users receive timely, secure, and professional support.

What you'll do

• Lead, mentor, and manage the service desk team (3.25 FTE), ensuring coverage, quality, and continuous improvement
• Oversee service desk requests, ensure SLAs are met, and implement processes / automation to increase efficiency
• Serve as the primary point of escalation
• Identify metrics to ensure optimal Service Desk operations
• Identify and implement procedures and processing improvements related to IT service delivery and problem resolution
• Manage the lifecycle of IT assets (hardware, software), including procurement, inventory, deployment, tracking, maintenance, and disposal
• Manage vendor contracts, software licenses, renewals, and compliance
• Coordinate with cybersecurity / compliance teams to ensure alignment on ticketing, incident response, and reporting
• Track and report on service desk KPIs and recommend improvements
• Maintain and develop knowledge base / documentation for support tools, procedures, and user guides
• Collaborate closely with IT Infrastructure team and other departments to prioritize and resolve issues

Minimum Qualifications

Preferred Qualifications

US Salary Range

$140,000-$170,000

Location

On-Site in Clarksburg, MD

The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra's overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including :

Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.

CLEARANCE ELIGIBILITY - This position may require eligibility to obtain and maintain a U.S. security clearance. For more information about U.S. Security Clearances : click here.

Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in all personnel practices. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain.

All qualified applicants will receive consideration for employment without regard to any factor, including veteran and disability status, and criminal history, in accordance with applicable local, state, and federal laws.

Forterra is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

To see Forterra's candidate data privacy policy, please visit Forterra Legal | Job Applicant Privacy Notice.