24x7 Service Desk Lead

3 weeks ago


Eaton, Ohio, United States Silfex Full time
About Silfex

Silfex is the leading provider of precision silicon components used in the semiconductor equipment and optical markets. Our products are integral to these industries, enabling the trillion-dollar global electronics industry.

Job Summary

The IT Service Desk Manager will oversee the 24x7 Service Desk/ IT operations at Silfex, providing support to internal customers and business stakeholders. This role requires a strong background in IT Operations and engagement in technology-based solutioning.

The successful candidate will have responsibility for developing and implementing business processes, policies, and procedures for the IT Service Desk and Incident Management. They will also provide leadership and performance management for the IT Service desk team.

Key Responsibilities
  1. Develop and maintain business processes, policies, and procedures for the IT Service Desk and Incident Management.
  2. Lead and develop the IT Service desk team, providing performance management and guidance.
  3. Establish and implement measurable standards for service and problem resolution within IT Service Desk.
  4. Manage escalated issues, serving as the escalation point for incidents, service requests, or issues.


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