IT Service Desk Manager

Petoskey Plastics; Morristown (TN); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

PTO

401k match

Profit sharing

Tuition reimbursement

Wellness reimbursement

Life insurance

Disability insurance

Job summary

Petoskey Plastics is seeking a hands-on IT Service Desk Manager to lead technology support across our multi-site manufacturing operations. The role focuses on keeping production moving, shipments flowing, and employees productive by owning service delivery and coaching a team of technicians.

You will drive continuous improvement, manage escalations, analyze metrics, and partner with business leaders to solve operational challenges, ensuring superior technology support for both plant and office

Qualifications

• 5+ years in IT service desk, end-user support, or related IT operations.
• 2+ years leading, supervising, or coaching technical support staff.
• Experience with ticketing/ITSM platforms (ServiceNow, Jira, Zendesk, etc.).
• Ability to work in a 24x7, multi-shift manufacturing environment.
• Strong communication, judgment, and customer-service focus.

Responsibilities

• Lead the IT Service Desk team and own service delivery performance.
• Manage tickets, priorities, escalations, and SLA adherence; drive customer satisfaction.
• Support manufacturing and office operations across sites; partner with business teams.

Skills

IT Service Desk

Leadership

Ticketing & SLA

Customer Service

Data-driven

24x7 Ops

Job description

Petoskey Plastics aspires to stand out as an industry leader in sustainability, using advanced recycling technology to manufacture high-quality films, bags, and resins from post-consumer materials. Our commitment to eco-friendly innovation sets us apart, as we strive to earn the appreciation and respect of our customers, associates, and communities. If you are seeking a family-oriented company that values career growth and provides robust paid training, explore the comprehensive benefits listed below to see how Petoskey Plastics can support your professional journey.

We’re headquartered in Petoskey where our Lake Michigan shores are clasped by rhythmic waves of seafoam and cobalt. We’re honored to have roots in Texas, Tennessee, and Indiana as our production has expanded over the years. Our custom-engineered solutions tackle a variety of industries, including automotive, industrial, institutional, retail, construction, home improvement, medical, and more.

Always moving forward! > IN THE NEWS

A Few Of Our Over 20 Competitive Benefits

• Medical, Prescription, Dental, and Vision benefits - valued at $4/hr over your base pay!
• PTO
• Petoskey Plastics pays 3% of your annual earnings into your 401k regardless of your contribution!
• Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement (up to $400 annually)
• Life Insurance
• Short- and Long-Term Disability

Petoskey Plastics is looking for a hands‑on IT Service Desk Manager to lead technology support across our multi‑site manufacturing operations. Our business runs 24/7, and technology plays a critical role in keeping production moving, shipments flowing, and employees productive.

You will lead the IT Service Desk team, own service delivery performance, drive continuous improvement, and ensure associates receive exceptional technology support. You must be equally comfortable coaching technicians, managing escalations, analyzing service metrics, and partnering with business leaders to solve operational challenges.

You Will

• Lead, develop, and mentor Service Desk technicians.
• Own ticket management, prioritization, escalations, SLA performance, and customer satisfaction.
• Support business-critical manufacturing and office operations.
• Drive problem management and root-cause analysis to eliminate recurring issues.
• Build and maintain knowledge articles, standards, runbooks, and training documentation.
• Develop KPIs, dashboards, and reporting that improve service quality and operational visibility.
• Partner with infrastructure, cybersecurity, ERP, and business teams to minimize downtime and improve reliability.
• Champion continuous improvement initiatives that enhance the associate’s experience and increase operational efficiency.

The Ideal Candidate Will

• Lead with humility, accountability, and urgency.
• Care deeply about customer service and employee experience.
• Develop people and build high-performing teams.
• Focus on solving root causes, not just symptoms.
• Communicate effectively with frontline associates, plant leadership, executives, vendors, and technical teams.
• Use data, metrics, and facts to drive decisions.
• Thrive in a fast-paced manufacturing environment where reliability matters.

Qualifications

Required Skills

• 5+ years of experience in IT service desk, end-user support, desktop support, systems administration, NOC, manufacturing IT, or related IT operations.
• 2+ years leading, supervising, coaching, or managing technical support staff.
• Strong understanding of ticketing, escalation management, SLA management, incident management, shift handoffs, and customer service best practices.
• Experience supporting business-critical systems and users in environments where downtime or delays can affect operations or customer commitments.
• Experience with IT service management or ticketing platforms such as ServiceNow, Jira Service Management, Team Dynamix, Zendesk, or similar tools.
• Clear communication skills, sound judgment, and the ability to lead through urgency in a 24x7, multi-shift environment.

Preferred Skills

• Experience supporting multi-site manufacturing, warehouse, logistics, or 24x7 operational environments.
• Familiarity with ITIL or other service management frameworks.
• Knowledge of Microsoft 365, Active Directory, Entra ID, Windows endpoints, mobile device management, networking fundamentals, monitoring tools, or Microsoft Azure.
• Experience supporting ERP, MES, warehouse, label printing, production reporting, timekeeping, quality, or other plant-facing systems.
• Experience developing dashboards, KPIs, runbooks, training programs, or service improvement roadmaps.

Essential Functions

• Regular and Reliable Attendance
• Standing, Sitting, Walking
• Lifting/Carrying up to 30 pounds
• Ability to work in hot and cold environments
• Reading, Writing
• Problem Solving
• Decision Making
• Concentration