Position Summary:
The Service Desk Manager will lead and manage Evenflo's IT Service Desk team, providing end-user support across multiple locations, including remote users. This position is based at Evenflo's Canton, MA headquarters and will oversee a geographically dispersed team, ensuring timely, professional, and effective IT support services. The Service Desk Manager is responsible for driving operational excellence, improving support processes, and ensuring a positive customer experience for all employees, including executive leadership.

Key Responsibilities:

Lead and manage the Service Desk team across multiple locations, including on-site staff in Canton, MA, and remote staff at other Evenflo sites.
Provide leadership and oversight of daily Service Desk operations, ensuring timely resolution of IT incidents and service requests.
Serve as a primary point of contact for IT support at the Canton headquarters while supporting users across all Evenflo locations, including remote users.
Ensure adherence to service level agreements (SLAs) and maintain a high level of customer service.
Provide direct support to executive leadership and VIP users.
Manage user accounts, licenses, and permissions within Microsoft 365 and Entra ID (Azure Active Directory).
Oversee onboarding and offboarding IT processes, ensuring proper provisioning and de-provisioning of equipment, accounts, and system access.
Plan and conduct end-user training sessions on common IT systems, tools, and security awareness.
Manage procurement, quoting, and purchasing of end-user hardware, peripherals, and software.
Develop and maintain a streamlined process for ordering IT equipment and peripherals.
Maintain accurate asset tracking and lifecycle management of IT equipment.
Develop and maintain IT support documentation, knowledge base articles, and standard operating procedures.
Collaborate with the other IT teams to escalate and resolve complex issues.
Identify opportunities to improve IT support processes, user experience, and team performance.
Participate in change management processes, providing input on potential end-user impact.

Qualifications:

Bachelor's degree in an IT-related field preferred; Associate's degree with equivalent experience will be considered.
5+ years of IT Service Desk experience, with at least 2 years in a leadership or management role.
Experience leading geographically dispersed teams and supporting users in multiple locations, including remote users.
Strong technical knowledge of Windows workstations, macOS, Microsoft 365, Entra ID, and end-user hardware.
Experience with ITSM platforms (FreshService preferred).
Experience in IT procurement and asset management.
Strong communication, leadership, and customer service skills, with an emphasis on both written and verbal communication.
Confident and comfortable presenting to small groups, including training sessions and executive briefings.
Proficient in Microsoft Office applications, particularly PowerPoint, Excel, and Word.
Ability to work effectively and efficiently under pressure, managing competing priorities in a fast-paced environment.
Ability to plan and deliver end-user training sessions.
Strong problem-solving skills and attention to detail.
Professional demeanor and ability to work with employees at all levels, including executives.

EEO/AA EMPLOYER

Evenflo Company, Inc.

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IT Service Desk Manager