Service Desk Manager

Service Desk Manager Job Description

About Packsize

We are Packsize. A fastgrowth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Rightsized Packaging On Demand systems software and services. Founded in 2002 and headquartered in Salt Lake City Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings. We accomplish this through our shared passion for a world where every box envelope and package shipped is the right size. This rightsized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability we value the contribution of our combined experiences backgrounds and relationships to create a team where Everyone Fits. Become a part of Packsize and help us build Smart Packaging for a Healthy Planet.

Packsize is seeking a handson and strategic Service Desk Manager to lead our global support team serving core IT services and businesscritical enterprise business applications. This role will unify service delivery across departments ensuring responsive support adherence to SLAs and security standards driving team development and partnering with business to maintain operational excellence

Key Responsibilities

• Direct Daily Operations: Lead daytoday operations of the global service desk including ticket workflows endpoint support user accounts and infrastructure troubleshooting. Coordinate triage and routing of business system tickets related to Salesforce SAP and reporting tools.

• Team Leadership: Supervise and mentor a distributed team across the U.S. and Europe; provide training feedback and career development. The team includes a mix of helpdesk administrators CRM and ERP system admins and reporting platform analysts.

• Collaboration: Partner with IT Infrastructure Applications and IS teams; act as the escalation point and align support to business needs.

• Event & AV Support: Oversee support for AV and IT equipment in conference rooms and critical business meetings.

• Asset & Procurement: Manage IT inventory (laptops phones etc.) and coordinate hardware orders for global users.

• Ticket Analysis & Automation: Monitor support trends identify automation opportunities and optimize workflows and documentation. Extend knowledge base and selfservice options to cover common business system requests.

• Security & Compliance: Ensure endpoint compliance with security standards; support policy enforcement using Microsoft Intune; coordinate with the application and security teams.

• Software Licensing Oversight: Oversee enduser software licensing including evaluating tools auditing usage and managing vendor renewals and compliance.

Experience and Education Required

• Bachelors degree or equivalent experience.

• 3 years of leadership experience in a service desk IT support or enterprise application support environment.

• Experience with IT service management(ITSM) practices including ticketing systems service level agreements and knowledge base development.

Qualifications (including Knowledge Skills & Abilities):

• Proficient in Microsoft 365 Windows 10/11 macOS.

• Experience with Microsoft Intune Active Directory DNS/DHCP VPN.

• Familiarity with ticketing platforms ( Freshservice Atlassian(Jira)) asset management tools ERP systems and remote support solutions.

• Exposure to business systems such as Salesforce SAP and basic reporting tools is preferred.

• Strong verbal and written communication skills.

• Excellent organizational and project management abilities.

• ITIL experience or certification preferred.

• Ability to build and lead highperforming teams evaluate team and individual performance and leverage ticketing data to influence business decisions.

Physical Demands and Working Conditions:

• Must be able to lift up to 50 lbs.

• May require occasional domestic and international business travel.

• Must have a valid drivers license and clean driving record.

• Manages the oncall schedule but is not always oncall.

Packsize considers several factors when determining compensation when extending a job offer including but not limited to the role being offered the associated responsibilities the candidates prior work experience education/training and any special skills.

If this role excites you but you dont meet each requirement listed we encourage you to apply anyway. At Packsize we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity religion color national origin sex age sexual orientation gender identity/expression veterans status status as a qualified person with a disability or genetic information. Individuals from historically underrepresented groups such as minorities women qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.