Safelite · 11 minutes ago
IT Service Desk Manager
Columbus, OH
Full-time
Onsite
Mid, Senior Level
4+ years expSafelite is known as an auto glass company, but they offer much more, aiming to be the best place to work. The IT Service Desk Manager will manage the Service Desk operations, ensuring excellent service for 17,000 colleagues and driving improvements in service delivery and performance metrics.
Automotive
Responsibilities
Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes
Direct management of the market Service Desk
Driving the development and continuous improvement cycle
Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service
Participate in Service Design & Transition exercises as a result of Project implementations
Address and resolve escalations
Represent the region by providing input and partnering with the Belron Service Management team
Major Incident Management support, as needed
Qualification
Required
Bachelor's Degree in Computer Science or relevant field or relevant experience
4-6 years Relevant experience
Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
Experience of ServiceNow ITSM tooling
Comfortable interacting with Technology Leadership team
Excellent working knowledge of the different ITIL processes
Adept problem solver with the ability to focus on the overall goal
Demonstrable experience of collaborative working with teams locally and globally
Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
Excellent English language written and spoken
IT Service Desk leadership
IT Service Management and Service Improvement
Service ITSM and ITAM understanding
Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level
Strong self-motivation, ability to work independently when required
Bias for action
Benefits
401(k) plan with company matching
Medical coverage plans customized to suit your needs
Paid time off (PTO) programs
Company holidays
Paid volunteer days
Tuition reimbursement up to $5,250 per year
Company
Safelite
We’re the auto glass experts. Since 1947, we’ve helped people get back to driving safely.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Ritchey
Senior Vice President, Chief Technology Officer
Doug Herron
Chief Financial Officer
Recent News
2025-09-15
2025-07-28
Seattle TechFlash
2025-04-12
Company data provided by crunchbase