Manager, IT Service Desk & Field Services

Our client is seeking a IT Service Desk & Field Services Manager who will be responsible for leading and overseeing onsite IT Desktop Support Analysts who provide hands-on technology and IT Service Management (ITSM) support across corporate, manufacturing, and warehouse environments. This role ensures reliable, secure, and consistent IT operations across multiple locations by managing daily support activities, incident and request management processes, coordinating travel-based site coverage, and serving as an escalation point for complex technical issues. The position drives adherence to ITSM best practices including incident, problem, change, asset, and service request management while focusing on service delivery performance, user experience, and operational continuity. The role partners closely with central IT teams, plant leadership, and external vendors to align field IT services with business and operational needs.

Position Responsibilities:

• Lead, coach, and develop IT Desktop Support Analysts supporting multiple corporate, plant and warehouse locations.
• Establish clear performance expectations with emphasis on customer service, responsiveness, documentation, and technical quality.
• Support onboarding, training, scheduling, and ongoing performance management of IT staff.
• Oversee day-to-day IT support delivery for hardware, software, network, and plant systems across sites.
• Coordinate onsite coverage and travel schedules to ensure defined support requirements are consistently met.
• Monitor service trends, incident volumes, and downtime risks to drive corrective actions and continuous improvement.
• Serve as an escalation point for complex, high-impact, or recurring technical issues.
• Partner with internal IT teams and external vendors to diagnose, resolve, document and prevent system and infrastructure issues.
• Ensure systems, devices, and plant technologies comply with cybersecurity, patching, and maintenance standards.
• Oversee system updates, lifecycle activities, and preventive maintenance to minimize operational risk.
• Support audits, compliance reviews, and remediation activities related to site-level IT operations.
• Oversee accurate tracking and lifecycle management of IT hardware including proper deployment, configuration, replacement, and recovery of equipment for employees.
• Partner with corporate & plant leadership, operations teams, and IT stakeholders to align technology support with business priorities.
• Identify and implement process improvements that enhance service delivery, efficiency, and user experience.

Work Environment:

• Work is performed primarily in the corporate office under a hybrid model.
• Regular travel is required to support analysts with special projects in the field.

Qualifications and Requirements:

• ITIL 4 (Foundation, Managing Professional, Strategic Leader), ServiceNow CIS-ITSM for platform implementation, and ISO/IEC 20000 for auditing.
• Bachelor s degree or higher in Information Technology or a related field
• Minimum of eight years of broad-based experience in computer and network support within a Microsoft environment
• Proficiency with Microsoft Office and Microsoft workstation operating systems and Windows-based domains (W2K/W2K3 or newer environments)
• Strong knowledge of current technology trends and best practices
• Strong communication and customer service skills

Salary: $90,000 - $115,000 (depends on experience level) + benefits.

About The Company

Peterson Technology Partners (PTP) is an Equal Opportunity Employer committed to creating a transparent, inclusive, and human-centered hiring experience.

For more than 28 years, PTP has operated as one of the top IT staffing and recruiting firms in the USA built on trust, long-term partnerships, and technical excellence.

Based in the Chicago suburb of Park Ridge, IL, our team of more than 500 employees and consultants is dedicated to:

Helping every client make the best hiring decisions possible

Matching professionals with the right IT jobs and career opportunities

As part of that commitment, we believe in providing clear information about how our hiring technologies work and how your data is used. The following section outlines our AI-assisted interview process and your rights as a candidate.

AI-Assisted Interview Experience (Pete & Gabi Rebecca)

To provide a consistent, fair, and flexible experience for all candidates, we use AI-assisted tools to support parts of the interview process. This includes our proprietary AI platform Pete & Gabi, which includes AI recruiter Rebecca.

These AI hiring tools help us:

• Conduct recorded video interviews
• Transcribe interviews
• Summarize candidate responses
• Generate job-related insights
• Streamline communication and scheduling

Please note that:

The AI does NOT make hiring decisions; all decisions are made by our human recruiters, hiring managers, or client partners.

The AI does not evaluate facial expressions, emotions, or physical traits; it is used only to support fairness, consistency, and efficiency.

If you prefer a non-AI interview format, we will gladly provide an alternative.

Technical or Case Interviews (Role-Dependent):

When applying for certain tech jobs, you may participate in:

• A technical interview
• A coding challenge
• A case study
• A client-specific assessment

We will always explain what to expect in advance so you can prepare with confidence.

Human Review & Selection:

Every candidate's profile including interviews, conversations, and assessments is reviewed by experienced recruiters and hiring leaders.

AI insights may assist with organization and evaluation, but final decisions are always human-driven.

Your Rights as a Candidate:

At PTP, every candidate has the right to:

Request a non-AI interview path

Ask how your data is being used

Request access to transcripts or interview recordings

Request deletion of your AI-recorded interview

Receive clear, timely communication

Our goal is to ensure you feel respected, informed, and supported throughout your experience.

Our Commitment:

For more than 28 years, PTP has focused on putting people first candidates, consultants, employees, and clients.

We're committed to a hiring process that is:

• Transparent
• Compliant
• Equitable
• Powered by innovative technology that enhances not replaces human judgment

Welcome to the future of hiring at Peterson Technology Partners.

We're excited to learn more about you.

Equal Employment Opportunity:

Peterson Technology Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic.