IT Service Desk Manager - 24/7 Manufacturing

Petoskey Plastics

Morristown (TN)

On-site

USD 85,000 - 120,000

Full time

2 days ago

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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.