Engineering Lead — ITSM & Service Desk Excellence

Vylor; Johnston (IA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Parental leave

Retirement plan

Tuition reimbursement

Job summary

Vylor, a Corteva seed-company spin-out, seeks an Engineering Lead for Service Desk & ITSM Operations. You will set the vision for IT solutions across products and services, lead Service Desk capabilities, and drive ITIL/ITSM excellence globally.

The role requires strong leadership, collaboration, and a track record in large, matrixed environments. You will partner with IT, security, and product stakeholders to ensure reliable, secure service delivery, continuous improvement, and regulatory

Qualifications

• 5+ years of experience in ITIL/ITSM process management and Service Desk operations.
• Strong knowledge of ServiceNow, Service Desk workflows, and enabling core ITIL/ITSM processes.
• Familiarity with CMDB practices.
• Excellent problem-solving and troubleshooting skills.
• Ability to communicate technical information effectively to both technical and non-technical stakeholders.
• Excellent product management skills.
• Excellent analytical and critical thinking skills.
• Strong organizational skills with the ability to manage multiple priorities within timeline and budget constraints.
• Ability to thrive in a fast-paced environment, learn rapidly, and master diverse technologies and techniques.

Responsibilities

• Leads Service Desk operations and the design, deployment, governance, and continuous improvement of ITIL/ITSM practices.
• Serves as leadership escalation point for complex Service Desk issues and Major Incidents.
• Provides on-call support to sustain 24/7 service availability.
• Implements and enforces security policies to safeguard data and ensure compliance.
• Maintains clear documentation of policies, processes, procedures, and standards.
• Identifies opportunities to improve process performance and service quality.
• Manages ticket queues, escalations, and SLA performance.
• Builds strategic partnerships with product vendors and suppliers.
• Maintains high levels of process performance across global operations.
• Ensures alignment with disaster recovery and business continuity plans.

Skills

ITIL/ITSM

ServiceNow

Incident management

Problem management

Stakeholder communication

Education

Bachelor's degree or equivalent in CS/IT

Tools

CMDB

Service Desk tooling

Job description

Vylor, a Corteva seed-company spin-out, seeks an Engineering Lead for Service Desk & ITSM Operations. You will set the vision for IT solutions across products and services, lead Service Desk capabilities, and drive ITIL/ITSM excellence globally.

The role requires strong leadership, collaboration, and a track record in large, matrixed environments. You will partner with IT, security, and product stakeholders to ensure reliable, secure service delivery, continuous improvement, and regulatory