IT Service Desk Manager (Hybrid - 3 days in office, 2 remote)

Why Tosca?

At Tosca, we’re transforming the supply chain through reusable packaging and smart logistics solutions. Our IT team plays a critical role in keeping operations running smoothly across North America, and we’re looking for a hands-on leader who can elevate our Service Desk function. This is a high-impact, player-coach role where you’ll lead a team, improve service delivery, and stay close to the technology. You’ll have the opportunity to shape processes, mentor talent, and directly influence the end-user experience across the business.

What You'll Do:

• Lead, coach, and develop a team of Service Desk Engineers across multiple locations
• Own end-to-end Service Desk operations, including incidents, requests, and escalations
• Act as a hands-on escalation point for complex technical issues and VIP support
• Drive ITIL-aligned processes and ensure SLA performance is consistently met
• Monitor service desk performance (ticket volume, resolution time, CSAT) and take action on trends
• Build and maintain knowledge management practices and continuous improvement initiatives
• Partner with internal IT teams and vendors to resolve high-impact issues
• Oversee end-user hardware lifecycle and asset management processes
• Use reporting tools (Power BI, Excel) to provide insights and improve service delivery

What We Are Looking For:

• 5–10+ years of IT experience with strong Service Desk leadership background
• 3+ years of direct people management experience
• Proven experience owning Service Desk operations, incident management, and escalations
• Strong technical foundation with ability to support and guide hands-on troubleshooting
• Experience supporting VIP/executive users
• Strong reporting and analytics skills (Power BI, Excel)
• Solid understanding of ITIL processes and service management best practices
• Excellent communication skills with the ability to work across teams and regions
• Experience with Microsoft technologies (O365, Active Directory, Windows environments)
• Bachelor’s degree preferred (or equivalent experience)

Perks:

Tosca offers a comprehensive benefits package to our team members. Full-time employees (30+ hours per week) have access to multiple healthcare plan options (including medical, dental, and vision coverage), a 401(k) retirement plan with a company match, paid time off, paid parental leave, company-paid life insurance and short-term disability coverage, as well as long-term disability for eligible roles. We also provide tax-advantaged health accounts (HSA with employer contributions and FSA programs), an Employee Assistance Program, and a range of additional perks – such as a fitness reimbursement program, educational assistance, employee discount programs, and optional supplemental insurance (e.g., accident, critical illness, hospital indemnity) and legal/identity theft protection plans.

Work Schedule

On-site Tuesday–Thursday; remote Monday and Friday (company-paid parking). Regular in‑office presence is essential for effective team collaboration, engagement, and relationship‑building. Hybrid and remote work schedules typically consist of nine hours per day, five days per week, with a 60‑minute lunch break. Business needs may require occasional work outside standard hours, including on‑site attendance as needed to support team and operational requirements.

Our Commitment to Equal Opportunity

At Tosca, we believe in fostering a workplace where everyone is treated with respect and dignity. We are an equal opportunity employer, dedicated to creating an inclusive and equitable environment where all qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

E-Verify Employer

Tosca participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information, please visit the E-Verify website.