Global Service Desk Leader — ITSM & ITIL Excellence

Comunidade Metodista; Mentor (OH); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid time off

Job summary

Steris Corporation is hiring a Senior Manager, Service Desk to lead the global service desk and ensure world-class customer support in a complex IT environment. The role requires strong ITIL/ITSM expertise and experience managing a large, global team, with focus on outages, major incidents, and service improvements.

The position is onsite in Mentor, Ohio five days a week and offers opportunities to influence IT strategy and service delivery across the organization.

Qualifications

• Bachelor’s degree in CS/IS or related discipline with 8 years IT management in a global call center.
• Alternatively, 15 years IT management in a global call center in lieu of degree.
• 4+ years experience with ServiceNow.
• Experience implementing and maintaining ITSM for a global organization, including major incidents, change and problem management.

Responsibilities

• Provide leadership in Service Desk best practices using the ITIL framework.
• Implement and maintain Information Technology Service Management (ITSM) systems.
• Recruit, mentor, and evaluate staff; set goals and monitor performance.
• Lead cross-functional teams to ensure high-quality global support and incident response.

Skills

IT leadership

ITIL knowledge

ServiceNow

Budget management

Project management

Education

Bachelor's degree in Computer Science or Information Systems or related discipline

Tools

ServiceNow

Job description

Steris Corporation is hiring a Senior Manager, Service Desk to lead the global service desk and ensure world-class customer support in a complex IT environment. The role requires strong ITIL/ITSM expertise and experience managing a large, global team, with focus on outages, major incidents, and service improvements.

The position is onsite in Mentor, Ohio five days a week and offers opportunities to influence IT strategy and service delivery across the organization.