Manager, IT Service & Desktop Support - Promega

At Promega, our IT team is dedicated to delivering exceptional customer service, ensuring the stability of our systems, and driving operational efficiency across the organization. We operate as both a service provider and a trusted partner, working closely with business units to align technology with initiatives and goals. Our mission is to provide seamless, reliable, and innovative solutions that not only support day-to-day operations but also enable growth and transformation. By building strong relationships and delivering value, we strive to become a true partner in Promega’s success, ensuring that technology serves as a key enabler for future business opportunities. 

YOUR ROLE: The Manager, IT Service and Desktop Support provides leadership to the ServiceDesk and Desktop support teams. Responsible for ensuring excellent, consistent service and support for internal end-user computing issues and desktop services 24/7 worldwide. Drives operational excellence, developing, implementing and optimizing IT service management processes to ensure consistent service levels and quick resolutions. Direct the lifecycle management and system administration of the organization’s desktop environment. Develops, manages, and motivates staff to perform at their highest potential. Interacts with all business areas to ensure agility and efficiency in overall information systems approach. Participates in overall business planning, bringing a current knowledge and future vision of technology and systems related to Promega’s business needs.

CORE DUTIES:

1. Sets the vision and mission of the IT Service and Desktop Support team to foster a business-oriented culture and mindset driven by continual service improvement techniques.

2. Develop, implement, and maintain all key global ServiceDesk and Desktop support policies and procedures, including monitoring and managing Service Level Agreements (SLAs) for incidents and service requests.

3. Analyze performance of ServiceDesk and Desktop team activities and documented resolutions, identify problem areas and trends to devise and deliver solutions to enhance quality of service and to prevent future problems.

4. Lead, manage, and coach staff in building a culture of accountability and ownership. Establish cross functional roles and provide training opportunities, depth in service delivery, and balance workloads.

5. Build individual development plans and maintain and administer training programs to increase employee productivity, confidence, and retention.

6. Implement and manage of a full-breadth of services supporting the end user environment including, ITIL-based ticket system, security provisioning, hardware imaging and deployment, workstation patching, enterprise-level applications support, change management, software licensing, asset management (Configuration Management Database, CMDB), and end user training.

7. Awareness of relevant compliance standards (e.g., GDPR, HIPAA) depending on the industry, ensuring IT support activities comply with legal and regulatory requirements.

8. Experience implementing or improving IT support processes, such as ITIL (Information Technology Infrastructure Library) processes, incident management, and service request fulfillment.

9. Proficiency with ITSM tools like FreshService, Jira, ServiceNow, or other platforms used for ticketing, incident management, and service delivery.

10. Facilitate strategy planning and initiative prioritization through collaboration, executive presentations, and reporting practices.

11. Hardware lifecycle planning and roadmap – plan, develop and oversee hardware standards including lifecycle management process. Direct procurement, imaging, asset management, deployment, patching, and decommissioning of hardware.

12. Identify, encourage, and cultivate opportunities for automation, cost savings and service quality improvement.

13. Collaborate with business leaders and users to identify and implement hardware and/or software to increase productivity or solve a business problem. Oversee installation and resolve adaptation issues.

14. Conduct research on emerging products, services, protocols, and standards in support of better serving our internal customers.

15. Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

16. Prepare and manage the annual forecast and operational expenditures plan.

17. Experience managing relationships with external vendors and service providers, particularly in the acquisition and maintenance of IT support tools and equipment.

18. Monitor problem resolution trends to identify systemic issues and recommend corrective action.

19. Coordinate Change Advisor Board (CAB) meetings and adhere to change management procedures.

20. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

21. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.

22. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. B.S. or M.S. in technical area such as Computer Science, Technology Management, Operations Management, Information Technology or related field.

2. ITIL Certification or other equivalent certification.

3. Minimum of 10 years of information technology work experience.

4. 5 years’ experience in management/leadership capacity.

5. Strong relationship management and communication skills, including team building, negotiating, conflict resolution and extensive end user support experience with strong customer service orientation. Ability to interact with senior executives.

6. Effective interpersonal skills, skilled in managing team dynamics. Ability to lead and persuade others in a fast-paced environment with frequently changing priorities and assignments. Ability to effectively prioritize and execute tasks with strong analytical and problem-solving abilities.

7. Strong organizational and project management skills

8. Experience with computer hardware and software including all phases of lifecycle management from procurement to deployment, maintenance, and decommissioning.

PREFERRED QUALIFICATIONS:

1. Experience working in an international cultural environment with management and other stakeholders.

PHYSICAL DEMANDS:

1. On-call availability and ability to occasionally work outside of normal business hours.

2. Ability to travel in the US and internationally.

3. Ability to remain stationary and use computer equipment for extended periods of time.

4. Ability to transport moderately heavy objects, such as computers and peripherals.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.