Service Desk Manager

FMC Corporation is a global leader in agricultural sciences driven by our purpose: Innovation for Agriculture. Solutions for the Planet. We are passionate about the power of science to solve agricultures biggest challenges. With one of the most productive and diversified pipelines in the industry FMC is delivering cutting-edge and next-generation crop protection technologies including Dodhylex active Isoflex active rimisoxafen and fluindapyr to help farmers increase the productivity and resilience of their land. Our employees are at the heart of this innovation. Were looking for bold thinkers and collaborative doers. At FMC your ideas matter. From day one youll contribute to meaningful work that drives progress in agriculture supported by a culture that values integrity safety respect and results. Join us in advancing the future of agriculture. Together were building a more resilient planet one innovation at a time.

Position Overview

The IT Service Desk Manager is responsible for managing the day-to-day operations of the global IT Service Desk ensuring high-quality efficient and reliable support of business users across the enterprise. The incumbent will be the liaison between internal IT professionals SMEs field IT services the third-party vendor and its agents and must ensure that service desk process is followed and that service level agreements (SLAs) are met or exceeded. The IT Service Desk Manager is a critical role accountable for enhancing user satisfaction ensuring the IT service desk aligns with organizational and business needs and that it continues to improve through the targeted implementation of related emerging technologies and left-shift enhancements.

Responsibilities

Service Desk Operations:

• Manage the daily operations of the IT Service Desk including incident request and problem management processes.
• Oversee ticket workflows to ensure proper severity and level assignment prompt resolution of issues in line with SLAs and organizational policies.
• Monitor and report on Service Desk performance metrics identifying areas for improvement.
• Document and react to daily operation anomalies including incident reporting system failures and security breaches.

Vendor Management:

• Serve as the primary point of contact for the third-party vendor managing outsourced service desk functions.
• Ensure vendor adherence to SLAs policies standards and other contractual agreements.
• Conduct regular performance reviews with the vendor and address any performance gaps.
• Work closely with the vendor to continuously improve the Service Desk operation.

Team Leadership and Development:

• Provide leadership coaching and guidance to service desk staff to maintain a high-performing team.
• Work closely with Service Desk provider to work out schedules resource allocation and workload distribution to meet support demand effectively.
• Foster a culture of accountability collaboration and continuous improvement.

User Experience and Support:

• Address customer complaints and escalations and report them to IT Management.
• Ensure the delivery of a seamless and positive support experience for all end users.
• Act as an escalation point for complex issues resolving them with a focus on user satisfaction and operational efficiency.
• Solicit feedback from users to identify and implement improvements in service delivery.

Process Improvement and Innovation:

• Evaluate current service desk tools processes and practices recommending enhancements to improve efficiency and effectiveness.
• Develop and maintain documentation for service desk procedures policies and workflows.
• Review corporate IT services Standard Operating Procedures (SOPs) and recertify annually for accuracy.
• Drive automation and self-service initiatives to reduce manual workloads and empower end users.

Collaboration and Communication:

• Work closely with Digital IT leadership and other Digital IT teams to align service desk operations with broader Digital and business goals.
• Ensure effective communication of planned outages updates and changes that impact end users.
• Collaborate on change management efforts to minimize disruption and enhance user adoption of new technologies.

Education

• Bachelors degree in computer science or comparable technical curriculum required MBA preferred.
• ITIL and HDI certification(s) preferred.

Experience

• Minimum 8 to 10 years of experience in IT service desk management with at least 7 years in a leadership capability.
• Experience managing and working with third-party vendors or managed service providers is a must.
• Proficiency with IT Infrastructure and networking Windows 10/11desktop support in a managed corporate environment Office 365 and Active Directory/Entra ID identity management protocols and technologies is a must.
• Effective communication presentation analytical time management skills.
• Strong customer service client support and vendor management skills.
• Proficiency with service management tools (e.g. ServiceNow Jira Service Management or equivalent).
• Proven ability to analyze metrics identify trends and implement effective improvements.
• Accountable adaptive inclusive innovative strategic collaborative.
• Experience with Service Desk migration(s) preferred.
• Experience in a customer service ticketing system Service-Now preferred.
• Strong knowledge of ITIL frameworks and best practices.

FMC is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information veteran status or any other legally protected status. Employment decisions at FMC are based on business needs job requirements and individual qualifications. We value diversity and strive to ensure that our hiring and employment practices support a work environment that is free from discrimination and harassment.