Hussmann ยท 1 day ago
IT Service Desk Lead
Bridgeton, MO
Full-time
Onsite
Mid, Senior Level
4+ years expHussmann Corporation is a global leader in commercial refrigeration equipment, delivering solutions for the food retailing industry. The I.T. Service Desk Lead is responsible for overseeing daily operations of the Service Desk, ensuring high-quality IT support and driving operational excellence through metrics and continuous improvement.
Food and BeverageManufacturing
Responsibilities
Oversee daily Service Desk operations, ensuring timely and effective resolution of incidents and service requests
Serve as the primary escalation point for complex technical issues, providing hands-on support as needed
Monitor, analyze, and report on Service Desk metrics (e.g., SLAs, ticket volume, resolution times, customer satisfaction) to identify trends and drive continuous improvement
Collaborate with the Global Service Desk Manager to align local operations with global ITIL/ITSM standards and business objectives
Lead, mentor, and coach Service Desk team members, fostering skill development and a high-performance culture
Establish and maintain asset management system for all assets
Develop and maintain knowledge base articles and self-service resources to support shift-left and automation initiatives
Coordinate with internal IT teams and external partners to resolve issues and implement process improvements
Ensure compliance with company policies, audit requirements, and asset management procedures
Participate in regular service reviews and contribute to executive reporting as required
Support onboarding and offboarding processes for end users, ensuring a seamless experience
Identify areas of cost savings and productivity improvements
Manage offshore resources to help achieve 24x7 support and promote collaboration amongst US and offshore teams
Qualification
Required
4+ years experience with degree
8+ years relevant experience without degree
Experience in a lead or supervisory role within a Service Desk environment
Strong understanding of ITIL/ITSM processes; ITIL certification preferred
Demonstrated ability to analyze and report on operational metrics
Excellent communication, customer service, and problem-solving skills
Experience with asset management, ticketing systems, and process improvement
Preferred
Bachelors Degree preferred. Equivalent experience, education and/or certifications may be considered in lieu of Bachelors
ITIL certification preferred
Benefits
Health Benefits - Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
Voluntary Benefits - Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
Hussmann Retirement Savings & Investment Plan - 401(k) plan with company matching contributions and immediate vesting.
Paid Time-Off Benefits - Paid time off, stewardship and parental leave.
Educational Assistance - Tuition reimbursement for job-related courses after six months of service.
Health Management and Wellbeing Programs -EAP, virtual health management, chronic condition, and tobacco cessation.
Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.
Company
Hussmann
Hussmann has provided innovative products, services and solutions for preserving and merchandising fresh foods.
1001-5000 employees
H1B Sponsorship
Hussmann 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 (4)
2024 (10)
2023 (10)
2022 (10)
2021 (5)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
unknown2015-12-21Acquired
Leadership Team
Tim Figge
Chief Executive Officer
Recent News
Company data provided by crunchbase