Senior Manager / Director, IT Service Desk & Field Services
Salary: $150,000-$180,000
Position Overview
A leading North American food manufacturing company is seeking a strategic, hands-on IT operations leader to oversee enterprise Service Desk and Field Services functions supporting corporate offices and manufacturing facilities across North America. This individual will lead a team of approximately 15 IT professionals responsible for end-user support, field services, and operational technology support while driving continuous improvement across IT service delivery.
The ideal candidate is a modern IT leader who combines strong technical depth with exceptional operational leadership. They understand how to build scalable support organizations, leverage ITSM platforms, establish meaningful service metrics, and develop high-performing teams. This role requires someone who is comfortable operating in a complex enterprise manufacturing environment while partnering across Infrastructure, Security, Networking, and Operational Technology (OT) teams.
Key Responsibilities
- Lead and develop a team of approximately 15 Service Desk and Field Services professionals supporting corporate and plant operations.
- Own the enterprise Service Desk function, ensuring high-quality support, strong customer experience, and consistent service delivery.
- Lead Field Services operations across manufacturing locations, establishing standards, processes, and operational excellence.
- Drive continuous improvement initiatives focused on service quality, efficiency, automation, and end-user satisfaction.
- Establish and monitor KPIs, SLAs, and operational metrics while driving accountability across the organization.
- Partner closely with Infrastructure, Networking, Security, and Operational Technology teams to ensure reliable support of business-critical systems.
- Champion ITIL and ITSM best practices, including Incident, Problem, Change, Asset, and Knowledge Management.
- Optimize and evolve ITSM platforms and support tools to improve workflows, reporting, and automation.
- Develop organizational capabilities through coaching, mentoring, succession planning, and talent development.
- Build strong relationships with business stakeholders and manufacturing leadership to ensure technology services align with operational needs.
- Participate in strategic planning for enterprise support services, technology modernization, and operational improvements.
- Manage vendors and third-party service providers as appropriate.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent experience).
- 10+ years of progressive IT operations experience within a complex enterprise environment.
- Proven experience leading Service Desk, Desktop Support, or Field Services organizations.
- Experience managing and developing technical teams in a multi-site environment.
- Strong understanding of enterprise networking fundamentals and infrastructure technologies.
- Experience supporting Operational Technology (OT) environments or manufacturing operations is highly preferred.
- Deep understanding of ITSM platforms such as ServiceNow, Jira Service Management, Ivanti, BMC, or similar solutions.
- Strong knowledge of ITIL service management principles and operational best practices.
- Demonstrated ability to build scalable support organizations, improve operational maturity, and implement process improvements.
- Excellent communication, stakeholder management, and executive presentation skills.
Ideal Candidate
We re looking for a seasoned IT leader who brings modern thinking, operational discipline, and a passion for building high-performing teams. This individual should be equally comfortable discussing enterprise technology strategy with executive leadership and coaching managers through day-to-day operational challenges.
The successful candidate will possess:
- Enterprise-scale IT operations leadership experience
- A collaborative, servant leadership approach
- Strong business acumen with a customer-first mindset
- Experience supporting both traditional IT and Operational Technology environments
- A continuous improvement mentality focused on automation, process optimization, and service excellence
- The ability to balance strategic initiatives with operational execution in a fast-paced manufacturing environment
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