Alltrista - Manager, IT Service Desk - Greer, SC

Jadex Inc. (Jadex) is a leader in manufacturing and material science by utilizing innovation and technology to develop sustainable products that serve the medical, industrial, and consumer markets. Our success is built on our four operating companies, which supply a range of products including custom-designed plastic components, engineered nylon resins and monofilaments, zinc products, and temperature-controlled products, that solve both industrial and consumer challenges.

At Jadex, our vision is innovation with intention. Our mission is to create products that provide superior performance while minimizing their impact on the environment. We are passionate about our employees, customers, and cultivating the right partnerships. We seek to foster a creative and collaborative culture, lead our industry with sustainable solutions, and have fun along the way!


Position Summary
The Manager, IT Service Desk, leads a team of service desk analysts focused on providing support and technical solutions that enable success for all business units. In addition, S/he partners with leaders to understand business strategies and priorities to deliver highly effective end-user service and devices. Also, this role is responsible for managing the IT procurement process for technology hardware, software, and services required to support business operations.

Primary Functions
1. Plans, recruits, and effectively leads, coaches, develops, and motivates the Service Desk team. Conducts team performance reviews, drives career development, training plans and performs appropriate administrative tasks.
2. Maintains focus on improving the end-user experience.
3. Ensures compliance with appropriate practices and regularly reports on service performance metrics.
4. Responsible for developing the technical roadmap for all end-user devices (computers, mobile devices, etc.
5. Supports team by providing direction and removing roadblocks as needed to resolve operational or project-related challenges.
6. Oversees the Service Desk operations project portfolio to ensure proper prioritization based on value to the organization.
7. Responsible for managing and optimizing the use of the ITSM platform.
8. Drives continuous improvement of the Service Desk team's capabilities.
9. Responsible for building the processes and managing the deployment/retrieval of user technology assets related to onboarding, offboarding and other requests.
10. Responsible for procurement of technology related end user hardware, software, and services in accordance with the forecasted budget.
11. Establishes a process and regular cadence for software licensing and hardware inventory audits, utilizing the ITSM platform as appropriate.
12. Works closely with IT department employees on special projects and provides training when needed. Mentor the employees on process improvement, root cause analysis, and troubleshooting.
Knowledge and Skills
• Working knowledge of the manufacturing industry.
• Able to analyze and document complex system processes.
• Possess strong analytical troubleshooting techniques coupled with a sense of urgency.
• Excellent written and verbal communication skills in English with the ability to effectively communicate with members across the organization and external partners as well as communicating outages.
• Exceptional customer service and escalation management.
• Ability to work with minimal supervision and demonstrate initiative.
• Ability to balance day-to-day operations and long-term, high-impact projects.
• Exceptional leadership skills to plan strategically, manage change effectively, coach, develop and motivate a cohesive high-performing team.
• Ability to work as a member of a team, and ability to handle multiple tasks and changing priorities.
• Ability to work independently and with minimal direction, demonstrating initiative.
• Experience developing service level agreements and optimizing performance, reliability, and operating costs for complex business systems preferred.
• Experience developing a user device standardization roadmap for a growing, mid-size or larger company preferred.
• Travel may be required to gain access to remote facilities. Requires valid driver's license.
Key Qualifications
• Bachelor's degree in business, computer science, or MIS required, or a combination of equivalent education and experience.
• A+, Networking+, and Security+ required.
• IT certifications, MCSE preferred.
• Minimum of five years of experience of demonstrated skills in supporting computers and related products for a mid-sized or larger organization.
• Minimum of three years of experience in a leadership role.
Physical Requirements
• Ability to lift items weighing up to 30 pounds.
• Abi