IT Service Desk Manager

Petoskey Plastics; Morristown (TN); On-site; USD 95,000 - 125,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Petoskey Plastics is seeking an IT Support Manager to lead a multi-shift team delivering fast, reliable end-user support across our Morristown, TN sites. You will own service desk performance, escalation quality, documentation, and continuous improvement to minimize downtime and enhance the associate experience.

Responsibilities include infrastructure management, network security, asset control, and onboarding/offboarding.

Qualifications

• 5+ years in IT service desk or related IT operations.
• 2+ years in supervising technical staff.
• Experience with ticketing, escalation, SLA, and incident management.
• Experience with platforms like ServiceNow, Jira Service Management, Zendesk.
• Clear communication and ability to lead in a 24x7 multi-shift environment.

Responsibilities

• Infrastructure Management: oversee admin, maintenance, and upgrades of IT systems including servers, desktops, printers, network devices, and VOIP.
• Network & Security: plan, implement, and maintain network security measures and manage user access.
• Asset & Confidentiality Management: manage company assets and ensure data confidentiality.
• Help Desk Oversight: manage escalated issues, monitor performance, report metrics.
• Team Leadership: lead IT Support Specialists, provide training and onboarding support.
• Continuous Improvement: stay current with IT trends and maintain knowledge base docs.
• 24/7 Support: provide technical assistance during business hours and critical periods.
• Other Duties: perform additional tasks as assigned.

Skills

IT service desk

End-user support

Desktop support

Systems administration

NOC

Manufacturing IT

Team leadership

Tools

ServiceNow

Jira Service Management

Zendesk

Team Dynamix

Job description

Job Details: Job Location: Morristown Plant - Morristown, TN 37814, Position Type: Full Time, Job Shift: Day, 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.

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

Always moving forward! > IN THE NEWS

As the IT Support Manager, you will lead the team responsible for delivering fast, reliable, and professional technology support across shifts, sites, and business functions. You will own service desk performance, escalation quality, team development, documentation, reporting, and continuous improvement while helping reduce downtime risk and improve the associate experience. This position will perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meets company and user needs.

Key Responsibilities

• Infrastructure Management: Work with IT Systems Administrator to oversee administration, maintenance, and upgrades of company IT systems, including servers, desktops, printers, network devices, and VOIP systems.
• Network & Security: Work with IT Security Administrator to plan, implement, and maintain network security measures (firewalls, VPNs, host security, file permissions) and manage user access.
• Asset & Confidentiality Management: Maintain company assets responsibly and ensure data confidentiality.
• Help Desk Oversight: Manage escalated support issues, monitor help desk performance, and report service metrics.
• Team Leadership: Manage IT Support Specialists, providing training and coaching for timely task completion. Assist with onboarding/offboarding of employees (account setup, equipment, etc.).
• Continuous Improvement: Stay current with IT trends and best practices to enhance support services. Maintain knowledge base articles and support documentation.
• 24/7 Support: As needed, provide technical assistance during business hours and critical periods.
• Other Duties: Perform additional tasks as assigned by management.

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