IT Service Desk Manager - Lead Global Support & Excellence

Evapco; Taneytown (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Employee stock ownership

Profit sharing bonus

Retirement savings plan

Paid holidays

Paid vacation

Parental leave

Life insurance

Job summary

Evapco seeks an IT Service Desk Manager to lead day-to-day operations and build a capable team of support analysts at its Taneytown, MD headquarters. The role focuses on incident resolution, user satisfaction, and process maturity in a large global enterprise.

Reporting to the Global IT & Cyber Security Manager, you will own service levels, ITSM administration, and ITIL-aligned practices, with occasional travel. This is a full-time on-site position.

Qualifications

• Bachelor's degree or equivalent professional experience in IT/related field.
• 5+ years in Service Desk Manager or IT support leadership role.
• Experience in enterprise service desk environments.
• Strong ITIL service management knowledge and practices.
• Excellent written and verbal communication with technical and non-technical audiences.
• Customer-focused, performance-driven approach with reporting and stakeholder management skills.

Responsibilities

• Lead, coach, and mentor a global service desk team for reliable support.
• Own performance management, goals, and professional development plans.
• Ensure consistent global coverage with effective shift scheduling.
• Define and improve KPIs and SLAs; monitor incident resolution and CSAT.
• Administer ITSM platform configurations, workflows, and dashboards.
• Maintain knowledge base and self-service to reduce tickets.
• Coordinate escalations and post-incident reviews with stakeholders.

Skills

ITIL knowledge

Leadership

Communication

Data-driven

Stakeholder management

Problem solving

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Freshservice

Jira Service Management

Job description

Evapco seeks an IT Service Desk Manager to lead day-to-day operations and build a capable team of support analysts at its Taneytown, MD headquarters. The role focuses on incident resolution, user satisfaction, and process maturity in a large global enterprise.

Reporting to the Global IT & Cyber Security Manager, you will own service levels, ITSM administration, and ITIL-aligned practices, with occasional travel. This is a full-time on-site position.