IT Service Desk (TAC) Manager

ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.

 The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments: 

• Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail markets
• Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial markets
• Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.

 ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.

• The IT Service Desk Manager will lead the IT Service Desk personnel in the execution of the first-level support services for internal and external clients (24x7, 365 days per year) within a global environment.
• This includes the responsibility of defining, creating, and managing all services and related procedures for the identification, prioritization, and resolution of end user requests.
• The IT Service Desk Supervisor will ensure that agreed-to service levels for delivery of all services are monitored, and corrective actions taken to ensure those service levels achieved and maintained to provide premier end user support for IT services.
• A person in this role will strive to lead continuous improvement for the IT Service Desk function to increase First Contact Resolution (FCR).
• While a person in this role will be expected to effectively lead their area of responsibility, they will also have the opportunity to grow and develop themselves as an IT leader through exposure to other areas in IT, stretch assignments and projects of interest.

• 3-5 Years of experience within an enterprise IT Service Desk or hands-on in an IT support role.
• 1-2 years of experience of IT Service Desk management duties.
• Demonstrated support experience within an enterprise global environment across different regions, sites and time-zones.
• Demonstrated experience in management of a Global IT technical support team.
• Demonstrated experience with the development, implementation, and administration of help desk staff training procedures and policies.
• Proficiency in IT Service Desk software and tools used in the troubleshooting of technical issues with user endpoints (Windows-based laptops and desktops), servers and business applications.
• Ability to develop, maintain and provide services to meet Service Level Agreements and deliverables.
• Ability to maintain a high level of employee morale within the team.
• Strong leadership, communication, and problem-solving skills.
• Strong organizational skills.
• ITIL, HDI or CompTIA A+ certifications will be a big plus.
• Experience in a manufacturing industry is a big plus.
• Proven ability to listen to customer feedback to drive user satisfaction.
• Ability to act as an escalation point and diffuse negative situations to the content of the end user.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

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