Service Desk Manager

JOB SUMMARY:

Meyer is seeking a highly customer-focused and strategic Service Desk Manager. In this role, you will lead a dedicated team of 5, encompassing service desk personnel and System Administrators, driving high-quality IT service delivery and an exceptional end-user experience across retail, cultivation, office, HQ, and manufacturing environments.

Acting as a strategic partner to the cross-functional team, this position bridges technical data systems, cybersecurity, network infrastructure, and business needs. You will not only oversee physical infrastructure, enterprise networks, and day-to-day ticketing operations, but you will also drive continuous optimization through AI-automated tools, ensuring accurate, timely, and actionable reporting to support operational and strategic decision-making.

JOB DUTIES:

Team Leadership & Service Desk Operations

• Lead, manage, coach, and mentor a team of 5 consisting of service desk personnel and System Administrators to ensure the timely, effective resolution of support requests and the continuous development of their technical and customer service skills.
• Oversee day-to-day ticketing operations (Freshservice or similar), including prioritization, escalation, and workflow management.
• Act as the primary escalation point for critical issues, ensuring clear and timely communication during outages and major incidents.

Infrastructure, Network, & Manufacturing Support

• Oversee IT service delivery and support for all physical infrastructure buildings, ensuring uptime and operational continuity across retail, cultivation, office, HQ, and manufacturing facilities.
• Manage and provide tier-level support for network infrastructure, including Cisco, Palo Alto, Fortigate, and enterprise wireless networks.

Cybersecurity & Endpoint Management

• Own and manage the enterprise Secrets Manager, ensuring strict adherence to cybersecurity best practices and internal compliance controls.
• Administer, manage, and support corporate endpoint management and security platforms, specifically Microsoft InTune, Iru/Kandji, and Crowdstrike.

Vendor & Contract Management

• Drive vendor and contract management initiatives, including leading negotiations, renewals, and software/hardware lifecycle management.
• Hold external vendors, integration partners, and service providers accountable to established SLAs, ensuring performance meets or exceeds business expectations.

AI Automation & Continuous Improvement

• Evaluate, champion, and implement AI-driven automated tools within the Service Desk environment to improve workflows, enhance ticket deflection, and optimize the end-user experience.
• Evaluate business processes and recommend IT/Service enhancements aligned with best practices.

System Support & Cross-Functional Partnership

• Collaborate closely with business stakeholders, developers, and the ERP team to support users on enterprise platforms, including NetSuite ERP and NetSuite Analytics Warehouse (NSAW).
• Translate business requirements into system enhancements, self-service IT capabilities, and reporting solutions.

Data Governance, Reporting, & Analytics

• Define, track, and report on SLAs and KPIs to continuously improve service performance and efficiency.
• Establish IT reporting standards, KPI definitions, and data governance practices.
• Deliver executive dashboards highlighting service desk metrics and end-user satisfaction.
• Ensure data accuracy, security, and compliance with audit and SOX requirements.

REQUIREMENTS:

• Education: Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
• Experience: 4 years of experience in IT Service Management, including at least 2 years in a direct leadership or managerial role.
• Frameworks: Strong working knowledge of ITIL frameworks (ITIL certification is highly preferred) and ITIL-based processes for incident, problem, and change management.
• ITSM & Endpoint Stack: Hands-on experience overseeing ITSM platforms (Freshservice or similar), and managing endpoints/security using Microsoft InTune, Iru, and Crowdstrike.
• Networking & Security: Practical experience supporting network infrastructure (Cisco, Palo Alto, Fortigate, Wireless) and a strong understanding of cybersecurity best practices, including owning/managing a Secrets Manager.
• Vendor Management: Proven experience managing IT vendors, software/hardware contracts, and SLA enforcement.
• ERP & Analytics (Meyer Specific): Familiarity with NetSuite ERP, NSAW, or similar enterprise data structures. Experience with Oracle Analytics, Power BI, or Tableau is a strong plus.
• Leadership & Customer Focus: A deeply customer-centric mindset with proven ability to drive process optimization, manage enhancement roadmaps, and lead high-performing teams spanning both service desk and system administration functions.
• Industry Bonus: Direct experience supporting IT and physical infrastructure within a manufacturing environment is highly preferred.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

This position is primarily based in an indoor office and warehouse setting with artificial lighting. The role involves regular use of standard office equipment such as computers, telephones, printers, and copiers, as well as specialized tools for hardware troubleshooting.

Physical demands include:

• Prolonged periods of sitting and computer use.
• Repetitive hand and wrist movements.
• Occasional standing, walking, bending, and reaching overhead when supporting physical infrastructure.
• Ability to lift up to 30 lbs., and perform light pushing and pulling tasks (e.g., handling IT equipment).
• Handling physical network infrastructure, WiFi and telephony.

The standard work schedule is Monday through Friday, with occasional overtime and weekend hours as needed to meet project deadlines or address critical infrastructure outages. This role requires frequent interaction and collaboration with internal team members across departments, as well as external vendors and customers.

$110,000 to $150,000, DOE

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Salary : $110,000 - $150,000