Global ITSM Manager

Phibro Animal Health; Teaneck Township (NJ); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Phibro Animal Health is seeking a Global Service Desk Manager in Teaneck, NJ. This role leads the global Service Desk team across regions. Responsibilities include managing service quality, overseeing ServiceNow implementations, and improving customer experience. The ideal candidate has a Bachelor's degree in IT and 15+ years of IT experience, including 5+ years in management. We offer competitive benefits and a supportive work environment focused on team performance and excellence.

Qualifications

• 15+ years of experience in the IT industry.
• 5+ years of managing distributed, multi-country teams.
• Proven experience leading ServiceNow implementations.

Responsibilities

• Lead and manage global Service Desk teams.
• Own the implementation of ServiceNow as the enterprise ITSM platform.
• Define clear engagement and escalation models.

Skills

Project Management

Problem Solving

Team Leadership

Effective Communication

Education

Bachelor’s degree in information technology or related field

Tools

ServiceNow

ITSM Platforms

Job description

About Phibro Animal Health Corporation

Phibro Animal Health Corporation is a publicly traded, global organization with a rich history in animal health and nutrition as a manufacturer and marketer of medicated feed additives, vaccines, nutritional specialty products, and mineral nutrition. We strive to be a trusted partner with livestock producers, farmers, veterinarians, and consumers who raise or care for farm and companion animals by providing solutions to help them maintain and enhance the health of their animals.

Phibro is a diversified company in manufacturing and marketing products for ethanol performance, microbials for plants, home and industrial applications, and specialty chemicals for various industrial markets. In addition to this, Phibro’s revenues are in excess of one billion dollars and are supported by over 2,400 employees worldwide.

At Phibro, people are our greatest asset. We strive to develop a diverse workforce that fosters an environment where people feel supported in openly sharing their creativity and skills that allows them to be the most successful that they can be.

If you are interested in working for Phibro and feel that you do not meet all qualifications, we encourage you to apply as you might be the right candidate for this role or other positions.

The Information Services - Management is an integral part of our Digital Information Delivery team based out of our US - Teaneck, NJ site.

Position Details

The Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high-quality IT support across regions and time zones. This role manages Service Desk staff in the United States, Brazil, and Israel, while providing dotted-line operational support and coordination to Site IT teams at manufacturing facilities.

This is a global role — not a regional manager position — focused on standardization, service quality, performance management, and customer experience, while enabling strong local execution at sites.

Key Responsibilities

Global Service Desk Leadership

• Lead and manage global Service Desk teams
• Establish and maintain a “One Tool, One Team” global service desk model

ITSM & ServiceNow Ownership

• Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
• Act as the global process owner for ITSM

Performance Management & Continuous Improvement

• Own and manage global Service Desk KPIs
• Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks

Manufacturing & Site IT Integration

• Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities
• Define clear engagement and escalation models

Stakeholder Engagement

• Own Service Desk processes, SOPs, and operational discipline
• Partner with various teams on incident response, change management, and service improvements
• Communicate Service Desk performance, risks, and improvement plans to IT and business leadership

Key Competencies

• Accountable
• Accepting Responsibility
• Acting Strategically
• Acting as a Champion for Change
• Adaptable
• Attentive Listening
• Building and Supporting Teams
• Business Acumen
• Collaborative
• Championing Customer Needs
• Committed
• Communicating Effectively
• Controlling Costs
• Coordinating Project Activities
• Creating and Maintaining Networks
• Critical Thinking
• Customer Service Orientation
• Delegating Responsibility
• Delivering High Quality Work
• Demonstrating Initiative
• Detailed Oriented
• Developing Plans
• Developing Talent
• Displaying Technical Expertise
• Driving Projects to Completion
• Driving Continuous Improvement
• Evaluating and Implementing Ideas
• Interacting with People at Different Levels
• Inspiring and Motivating Others
• Managing Resources
• Managing Time
• Presenting and Public Speaking
• Prioritizing and Organizing Work
• Problem Solving
• Pursuing Self-Development
• Resolving Conflict
• Setting Objectives
• Setting a Strategic Vision
• Showing Caring and Understanding
• Solving Complex Problems
• Strong talent building and leadership skills
• Supporting Change
• Supporting Coworkers
• Supporting Organizational Goals
• Thinking Globally
• Using Computers and Technology
• Trustworthy
• Working with Diverse Populations

Skills

• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Able to execute projects and long-range goals as directed by management.
• High degree of time management skills and ability to handle multiple priorities and projects at once.
• Planning; ability to think ahead and plan, project activities and strategy over short terms and extended time periods.
• Strong Computer Skills And Project Management Experience.
• Ability to perform effective public speaking presentations and provide effective written communications.
• Able to develop detailed communications documents that are readily understood by co-workers, vendors and clients.
• Excellent Written and Verbal Communication Skills
• Interpersonal skills sufficient to communicate verbally and in writing with others in an objective and cooperative manner.
• Able to identify and resolve problems in a timely manner.
• Problem analysis and problem resolution at both strategic and functional levels.
• Ability to build effective teams, coach and develop others
• Ability to effectively present information to key managers and leadership team.
• Must have strong team attitude and conflict resolution skills.
• Proven ability to work effectively in a team environment.
• Strong team building and management skills sufficient to recruit, lead, train, delegate, cooperate and contribute as a team.

Education & Experience

• Bachelor’s degree in information technology, Computer Science, Business Administration (with strong IT/Operations background)
• 15+ years of experience in IT industry
• 5+ years of managing distributed, multi‑country teams
• Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms
• ServiceNow certifications (CSA, ITSM, or equivalent) preferred

To learn more about Phibro Animal Health’s competitive benefits package, please click here: Phibro Benefits

Equal Opportunity Employer

Phibro is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, gender identity, veteran status, marital status or any other characteristics protected by law.

Business Unit: Corporate

Division: Corporate

Department: Digital Information Delivery

Location: US - Teaneck, NJ

Work Schedule: Monday - Friday (Standard Work hours)