Babcock & Wilcox · 2 weeks ago
IT Service Desk Manager
Akron, OH (100)1200 East Market Street - Suite 650
Full-time
Onsite
Senior Level, Lead/Staff
15+ years expBabcock & Wilcox is seeking an IT Service Desk Manager to lead and manage their IT Service Desk team, ensuring exceptional technical support and customer service for all end-users. The role involves overseeing daily operations, implementing best practices, and driving continuous improvement initiatives to enhance service delivery and user satisfaction.
Electrical DistributionEnergyService Industry
Responsibilities
Lead, mentor, and develop a team of service desk analysts and supervisors
Establish clear performance goals and conduct regular evaluations
Foster a culture of accountability, collaboration, and continuous improvement
Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests
Monitor service levels and ensure compliance with SLAs and KPIs
Manage escalations and ensure effective communication with stakeholders
Implement ITIL best practices for incident, request, and problem management
Identify opportunities for automation and process optimization
Develop and maintain documentation, knowledge bases, and training materials
Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management)
Ensure proper integration of monitoring and reporting tools
Stay current with emerging technologies and recommend improvements
Drive initiatives to improve end-user satisfaction and service quality
Act as a liaison between IT and business units to align support with organizational goals
Assist in forecasting and managing the service desk budget
Ensure efficient allocation of resources and staffing
Qualification
Required
15 years+ of experience working in IT support roles and minimum of 5 in a leadership position
Proven experience managing a large service desk team in a complex environment
ITIL Foundation
Strong leadership and people management skills
Excellent communication and interpersonal abilities
Proficiency in ITSM tools and reporting
Analytical and problem-solving mindset
Strategic thinking and decision-making
Customer-centric approach
Ability to manage multiple priorities in a fast-paced environment
Continuous improvement mindset
Preferred
ITIL Intermediate or Manager level
Company
Babcock & Wilcox
Babcock & Wilcox, based in Akron, Ohio, USA is a global leader in energy and environmental technologies and services for power, renewable and industrial markets.
1001-5000 employees
H1B Sponsorship
Babcock & Wilcox has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (2)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$227.5MKey Investors
West Virginia Department of Economic DevelopmentAxos Bank
2025-11-05Post Ipo Equity· $67.5M
2024-12-10Grant· $10M
2024-01-18Post Ipo Debt· $150M
Leadership Team
Cameron Frymyer
Executive Vice President and Chief Financial Officer
Gillianne Hetrick
Senior Vice President Corporate Operations
Recent News
2026-01-09
Company data provided by crunchbase