🛠 Tech Stack

💼 About This Role

You'll lead GILLIG's enterprise IT Service Desk, overseeing support for 1,000+ end users across manufacturing, engineering, and corporate teams. Your core impact is driving a customer-centric culture and service excellence through ITIL-aligned processes. This role offers the opportunity to shape Service Desk maturity at a company transitioning to zero-emission vehicles.

🎯 What You'll Do

• Mentor Service Desk technicians and manage hiring and performance
• Create shift schedules and coverage models for 1,000+ end users
• Own daily Service Desk operations including ticket queue and SLA adherence
• Serve as escalation point for complex issues, coordinating cross-functionally

📋 Requirements

• Bachelor degree in IT or equivalent work experience
• 7 years of IT Service Desk experience
• 5 years leading teams in a supervisory/managerial capacity
• ITIL Foundation certification preferred

✨ Nice to Have

• Experience in manufacturing or multi-site operations
• Knowledge of cybersecurity practices and IT governance
• Experience leading Service Desk transformations

🎁 Benefits & Perks

• 🏖️ Flexible schedules depending on project needs
• 🏥 Company paid medical premiums
• 💰 Generous retirement plan
• 📈 Excellent compensation

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 60 min