Global IT Service Desk Manager – Lead, Optimize & Empower

EVAPCO, Inc.; Taneytown (MD); On-site; USD 95,000 - 150,000; Full time

Benefits offered by this job

Medical, Vision, & Dental Insurance

Employee Stock Ownership Program

Profit Sharing Bonus

Paid Holidays

Paid Vacation

Paid Maternity and Paternity Leave

Paid Sick Leave

Long Term Disability

Job summary

EVAPCO, Inc. is seeking an IT Service Desk Manager to lead a global, on-site service desk team at our Taneytown, MD headquarters. You will drive incident resolution, user satisfaction, and process maturity while owning service levels and ITSM administration. Expect collaboration across IT teams and rare travel.

The role demands ITIL expertise, strong communication, and proven leadership to develop a high-performing support organization at a large enterprise.

Qualifications

• Bachelor's degree or equivalent professional experience in IT related field

Responsibilities

• Lead and mentor a team of service desk technicians and analysts
• Define and monitor KPIs and SLAs for service desk performance
• Own ITSM platform administration, knowledge base, and self-service improvements
• Coordinate incident, problem and change processes following ITIL practices
• Manage asset, endpoint, and device management aligned with security standards

Skills

Service Desk Leadership

ITIL Service Management

Stakeholder Communication

Governance & Metrics

Team Development

Vendor Management

Issue Escalation

Reporting & Dashboards

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM Platforms (ServiceNow, Jira Service Management, Freshservice)

Job description

EVAPCO, Inc. is seeking an IT Service Desk Manager to lead a global, on-site service desk team at our Taneytown, MD headquarters. You will drive incident resolution, user satisfaction, and process maturity while owning service levels and ITSM administration. Expect collaboration across IT teams and rare travel.

The role demands ITIL expertise, strong communication, and proven leadership to develop a high-performing support organization at a large enterprise.