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 (as applicable).
Service Delivery & Operations
- Oversee end-to-end incidents, request, and problem management processes.
- Ensure all SLAs, KPIs, and performance metrics are met or exceeded.
- Monitor daily operations and address escalations quickly and effectively.
- Maintain high-quality documentation, runbooks, and knowledge base articles.
Stakeholder & Cross-Functional Engagement
- Partner with business leaders across different segments to understand support needs and emerging requirements.
- Serve as the primary liaison between the Service Desk and other IT teams (Infrastructure, Security, Applications, etc.).
- Communicate service performance, trends, and improvement initiatives to IT leadership and business stakeholders.
Process Improvement & Technology
- Identify opportunities to streamline workflows, automate repetitive tasks, and enhance the user support experience.
- Lead initiatives for tool optimization, including the ITSM platform
- Implement best practices in ITIL-based service management, including incident, problem, change, and asset management processes.
- Drive continuous improvement in customer satisfaction, response times, and service quality.
- Other duties as assigned
Education & Experience
Required
- 10+ years of IT support or IT service management experience.
- 10+ years of leadership experience managing Service Desk teams, preferably distributed or multi-site.
- Strong understanding of ITIL frameworks and ITSM processes.
- Proven experience supporting diverse business segments (e.g., corporate, operations, Manufacturing, field teams).
- Excellent communication, leadership, and stakeholder management skills.
- Demonstrated ability to analyze service data and implement improvement initiatives based on voice of the customer.
- Experience with metrics dashboards, reporting, automation, or workflow optimization.
Preferred
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- ITIL Foundation or higher-level certification.
- Experience with enterprise ITSM tools (EasyVista, Ivanti, Service Now, etc.).
- Background in managing support for hybrid environments (cloud/on-prem).
Salary Range
Travel Requirements
Travel anticipated approximately 5-10% to visit various sites & team members as needed.
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Apogee Enterprises is an Equal Opportunity/Affirmative Action Employer.
Our Benefits
We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.
Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
Incentive Plans
401(k) with employer contribution and match
Employee Stock Purchase Plan with employer match
Paid Time Off (Vacation and Sick Time)
Paid Holidays
Tuition Reimbursement Program
Employee Assistance Program (EAP)
Wellness Program
Training and Career Progression
Apogee and our brands are an Equal Opportunity Employer.