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IT Service Desk Manager
Company Overview
TenCate Grass is a global leader in the design, manufacturing, installation, and recycling of synthetic turf systems for sports and landscaping applications. With operations across North America, Europe, the Middle East, and Asia Pacific, we are fully integrated from R&D through installation, delivering innovative, high-quality surfaces that support healthier communities and peak athletic performance.
Position Summary
The IT Service Desk Manager is responsible for leading and optimizing end user support operations across the organization. This role oversees a team of first-line support specialists, ensuring the timely and effective resolution of technical issues while maintaining high levels of user satisfaction. Reporting directly to the Head of IT Support, the IT Service Desk Manager drives continuous improvement in support processes, technician development, and service delivery standards.
Key Responsibilities
Team Leadership & Management
- Supervise, mentor, and develop a team of first-line support specialists, fostering a collaborative and high-performance culture.
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions to support technician growth and accountability.
- Conduct recurring team meetings to share business and project updates, foster collaboration, and maintain team cohesion.
- Manage staffing schedules and workload distribution to ensure adequate support coverage.
- Lead hiring, onboarding, and offboarding processes for Service Desk staff in coordination with HR and IT leadership.
Service Delivery & Operations
- Oversee the full lifecycle of support tickets across frontline support, ensuring SLA compliance.
- Define and enforce escalation paths, triage procedures, and handoff protocols between support teams.
- Monitor the ticketing system (HaloITSM) to track queue health, identify bottlenecks, and drive resolution efficiency.
- Serve as the escalation point for complex or high-priority incidents requiring managerial oversight.
- Coordinate with IT infrastructure, security, and application teams to resolve cross-functional issues impacting end users.
Process Improvement & Documentation
- Develop, document, and continuously refine Service Desk procedures, knowledge base articles, and standard operating procedures (SOPs).
- Identify recurring issues and implement proactive solutions, root cause analyses, and user education initiatives to reduce ticket volume.
- Drive adoption of ITSM best practices aligned with ITIL frameworks across the support team.
Reporting & Stakeholder Communication
- Generate and present regular reports on Service Desk performance metrics (e.g., first call resolution, mean time to resolve, customer satisfaction scores) to IT leadership.
- Where appropriate, communicate maintenance windows, system outages, and IT updates to end users in a clear and timely manner. (Following established IT comms plan and processes.)
- Partner with other IT and business unit leaders to understand departmental technology needs and advocate for end user requirements within IT planning.
Technology & Tools Oversight
- Manage Service Desk toolsets including the ITSM platform, remote support tools, and asset tracking systems.
- Evaluate and recommend new tools, technologies, or processes to improve the support team’s effectiveness and end user experience.
- Support hardware and software lifecycle management including provisioning, imaging, and decommissioning of end user devices.
Qualifications
Required
- Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
- 7+ years of experience in IT support, with at least 3 years in a supervisory or lead role overseeing Service Desk or technical support teams.
- Demonstrated experience managing frontline support functions including SLA management and ticket queue oversight.
- Strong knowledge of Windows, Microsoft 365, Active Directory, and common enterprise productivity tools.
- Experience with ITSM platforms (HaloITSM, ServiceNow, FreshService, Jira, or equivalent).
- Excellent interpersonal, written, and verbal communication skills with the ability to interface effectively with technical and non-technical stakeholders.
- Proven ability to lead, motivate, and develop a team in a fast-paced environment.
Preferred
- ITIL Foundation certification (v3 or v4) or higher.
- CompTIA A+, Network+, or relevant Microsoft certifications.
- Experience supporting enterprise environments with 1000+ end users.
- Familiarity with endpoint management tools such as Microsoft Intune
- Experience with remote work infrastructure (VPN, virtual desktops) and supporting distributed workforces.
- IT experience in the construction or manufacturing industries
Core Competencies
- Committed to delivering a best-in-class support experience for all end users.
- Takes ownership of team outcomes and leads by example with professionalism and integrity.
- Applies analytical thinking and structured troubleshooting to resolve complex technical challenges.
- Thrives in a dynamic environment and adjusts priorities in response to organizational needs.
- Builds productive relationships across IT and the broader business to achieve shared goals.
- Leverages metrics and reporting to guide continuous improvement.
Work Environment & Physical Requirements
This is primarily an office-based role with requirements to travel to other TenCate Grass facilities, subsidiaries, or off-site locations. Expect up to 25% travel, including the possibility for international travel. The role may require occasional out-of-hours availability to support planned changes or emergency escalations.
Equal Employment Opportunity
TenCate Grass is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.
Work Authorization
Applicants must be currently authorized to work in the United States without the need for current or future employment visa sponsorship.
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