Senior Manager, IT Help Desk

American Bath Group; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

American Bath Group is seeking a Senior Manager, IT Help Desk to unite and elevate its enterprise technology support. You will build a scalable, customer-first IT support organization across geographically distributed locations, shaping processes, leadership, and service practices for consistent performance.

The role focuses on improving onboarding/offboarding, establishing governance, and delivering measurable improvements in employee support experiences across the U.S. and Canada.

Qualifications

• Proven experience leading IT help desk operations across multiple locations.
• Strong capability to design scalable service processes, workflows, and governance.
• Demonstrated focus on customer-service accountability and stakeholder engagement.
• Hands-on leadership with automation and knowledge management initiatives.
• Experience with ITIL practices is beneficial.

Responsibilities

• Lead a geographically distributed IT help desk and develop leadership structures.
• Redesign onboarding and offboarding IT components in partnership with HR and tech teams.
• Establish service-management routines, clear accountability, and performance measures.
• Drive proactive improvements through knowledge sharing and self-service.
• Ensure adoption and ongoing measurement of new processes.

Job description

LOCATION Remote (US or Canada) | Supporting U.S. and Canadian operations

TRAVEL Approximately one 2-3-day visit to an ABG facility every two months

Company Overview

American Bath Group (ABG) is a North American bath products organization with manufacturing, distribution, corporate, and commercial operations across multiple locations. Our teams depend on reliable technology to support everything from daily business activities to manufacturing and distribution operations.

As ABG continues to strengthen the way technology services are delivered across the organization, we are focused on creating a more consistent, responsive, and employee-centered IT experience.

The Opportunity

American Bath Group is seeking a Senior Manager, IT Help Desk to lead the next phase of its enterprise technology support operation.

This is an opportunity to do more than manage a traditional help desk. We are looking for someone who can evaluate how support is delivered today, develop an established team, and build the processes, leadership structure, and service practices needed to operate consistently across multiple locations.

The right individual will bring a combination of people leadership, process improvement, customer-service accountability, and practical technology knowledge. They will have the opportunity to shape how employees experience IT support while creating an operating model that can scale with the business.

The role is suited to someone who has personally led meaningful operational improvements and wants the responsibility of building a more effective service organization, not simply maintaining an existing one.

Success in Year One

Success will be measured by the improvements the new leader implements and the operating practices they establish.

During the first 60 days, the priority will be understanding the organization: getting to know the team, engaging business stakeholders, evaluating service workflows, and identifying opportunities to improve employee support.

Within six months, the expectation is to redesign and relaunch the IT components of employee onboarding and offboarding, establish clearer team leadership and service-management routines, and begin improving consistency across locations.

By the end of the first year, the organization should have a more dependable employee support experience, clearer accountability, consistent operating practices, and meaningful performance measures that guide ongoing improvement.

An important part of the assignment will be establishing credible performance baselines, determining where improvement is needed, and building a repeatable approach to measuring results.

The Mandate

The central responsibility is to build a unified, customer-first IT support organization that delivers consistent service across ABG.

This requires strengthening the team's leadership structure, improving how service requests are handled, redesigning employee lifecycle support, and creating common processes that work across different locations and business functions.

The Senior Manager will lead an established, geographically distributed support team while developing employees, clarifying responsibilities, and establishing practical expectations for communication, responsiveness, and issue resolution.

Beyond daily service delivery, the role will introduce a more proactive approach to support. That includes improving shared knowledge, expanding useful self-service capabilities, identifying recurring problems, and applying automation where it can reduce unnecessary work or improve the employee experience.

The expectation is not simply to introduce new processes. It is to ensure those processes are adopted, consistently followed, measured, and improved over time.

Year One Critic Outcomes

• Improve employee onboarding and offboarding. Within six months, redesign and relaunch consistent IT onboarding and offboarding workflows in partnership with HR, Recruiting, hiring managers, and other technology teams. Establish clear responsibilities, dependable handoffs, and measures for equipment and access readiness.
• Create a more consistent employee support experience. Establish service expectations for request intake, communication, escalation, and resolution. Make it easier for employees across locations to receive dependable support and remain informed throughout the process.
• Develop a sustainable team leadership structure. Assess the existing team, clarify leadership responsibilities, introduce consistent coaching and performance-management practices, and develop the capabilities needed to support a geographically distributed organization.
• Establish meaningful service measurement and proactive improvement. Build reliable performance baselines and reporting practices. Strengthen knowledge sharing and self-service while identifying opportunities to prevent recurring issues and automate repeatable work.
• Improve technology readiness and device lifecycle practices. Establish more consistent approaches to workstation deployment, equipment tracking, returns, refresh planning, and proactive device support in coordination with Infrastructure and other business partners.

Why This Role Is Hard

Supporting employees across multiple locations requires more than technical expertise. Different facilities and business functions have different operating rhythms, support needs, and expectations.

The challenge is to establish consistent service practices without losing the flexibility required to support those environments.

This leader will need to evaluate established ways of working, earn the confidence of an experienced team, and introduce changes while maintaining day-to-day service delivery. Some improvements will be within the help desk's direct control. Others will depend on cooperation with HR, Infrastructure, site leadership, and additional business functions.

The role also requires translating process improvements into actual operational results. Documenting a new workflow or implementing a tool is only the beginning. The leader must ensure the change is adopted, continues working, and improves the experience of the employees it was designed to support.

This is a hands-on leadership assignment that requires judgment about what to preserve, what to improve, and what needs to be built differently.

Leadership Profile

• People developer. Has personally led and coached employees, established expectations, developed emerging leaders, and addressed performance challenges. Understands how to build accountability while maintaining team engagement.
• Process builder. Can examine an existing operation, identify the causes of recurring problems, design better workflows, and personally lead implementation through sustained adoption.
• Customer-centered service leader. Understands the impact technology interruptions have on employees. Establishes expectations for communication, ownership, responsiveness, and follow-through.
• Technology-oriented problem solver. Has sufficient technical understanding to lead IT support professionals, evaluate service challenges, and identify practical opportunities for improvement through technology.
• Measurement-driven operator. Knows how to establish meaningful performance measures, evaluate service quality, and use data to make operating decisions rather than simply report activity.
• Cross-functional collaborator. Can work effectively with different business functions, establish shared ownership, resolve process handoffs, and implement changes that extend beyond their immediate team.

Experience Requirements

• People leadership: Experience directly managing employees, coaching performance, establishing accountability, and improving team effectiveness.
• Implemented process improvement: Demonstrated responsibility for diagnosing operational problems, designing solutions, leading implementation, and sustaining measurable improvements. Experience must extend beyond participating in projects or making recommendations.
• Service-delivery accountability: Experience improving the experience of internal or external customers through dependable service practices, issue ownership, communication, and follow-through.
• Practical technology fluency: Working understanding of end-user technology, devices, identity and access fundamentals, service-management workflows, and automation concepts. The ability to learn new technologies and lead technical specialists is essential.
• Transferable operating experience: Backgrounds in IT Help Desk, End User Services, IT Service Management, Continuous Improvement, Process Excellence, and HR or Finance Shared Services may all be relevant when supported by comparable leadership, service, technology, and implementation experience.

Experience supporting multiple locations, developing service-level measures, improving shared knowledge, or introducing automation is valuable. Familiarity with ManageEngine ServiceDesk Plus, Microsoft 365, Intune, Entra ID, Autopilot, or ITIL practices may help accelerate the transition but is not required.

Prior experience in manufacturing is helpful, not essential. We are open to leaders who have demonstrated the ability to build and improve service operations in other complex environments.

Why the Right Candidate Will Be Excited

This opportunity offers meaningful responsibility for how an enterprise support organization operates and develops.

Rather than inheriting a fixed operating model with limited room for change, the new leader will have the opportunity to assess the current environment, influence the team's structure, and introduce improvements that directly affect employees across the business.

There is an established team to build upon, a broad range of operational challenges to solve, and support for improving how technology services are delivered.

For someone who enjoys developing people, simplifying complex processes, and seeing improvements become part of everyday operations, the role provides the opportunity to take ownership of that work from assessment through execution.

It also offers room to apply new approaches to knowledge management, self-service, and automation while remaining close to the people and business processes those improvements are intended to support.

Why This Role Matters

For employees across ABG, reliable IT support directly affects their ability to do their jobs.

Whether someone is starting their first day, accessing a business application, working from a manufacturing facility, or resolving a technology issue, the quality of support they receive influences their productivity and experience with the organization.

The Senior Manager, IT Help Desk will help establish the people, processes, and service practices that make that support consistent and dependable.

The lasting contribution will be an IT support organization that not only resolves problems but helps prevent them, develops its people, and continuously improves how it serves the business.