IT Service and Desktop Support Manager

1 week ago


Madison, Wisconsin, United States Promega Full time

Job Summary: We are seeking a highly skilled and experienced IT Service and Desktop Support Manager to lead our global IT service and support teams. The successful candidate will be responsible for ensuring excellent, consistent service and support for internal end-user computing issues and desktop services 24/7 worldwide.

Key Responsibilities:
Develop, implement, and maintain all key global ServiceDesk and Desktop support policies and procedures, including monitoring and managing Service Level Agreements (SLAs) for incidents and service requests.
Analyze performance of ServiceDesk and Desktop team activities and documented resolutions, identify problem areas and trends to devise and deliver solutions to enhance quality of service and to prevent future problems.
Lead, manage, and coach staff in building a culture of accountability and ownership, establishing cross-functional roles and providing training opportunities, depth in service delivery, and balance workloads.
Implement and manage a full breadth of services supporting the end-user environment, including ITIL-based ticket management and resolution.

About Promega: Promega is a leading biotechnology company dedicated to delivering innovative solutions that support the advancement of scientific research and discovery. We are committed to fostering a diverse and inclusive work environment that values collaboration, innovation, and excellence.

What We Offer: As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about making a difference in the world. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply: If you are a motivated and experienced IT professional looking for a new challenge, please submit your application, including your resume and a cover letter, to our online application portal. We look forward to hearing from you



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