BWXT · 1 day ago
Service Desk Manager
Barberton, OH
Full-time
Onsite
Senior Level, Lead/Staff
$99K/yr - $157K/yr
8+ years expBWX Technologies, Inc. is a Fortune 1000 and Defense News Top 100 manufacturing and engineering innovator that provides safe and effective nuclear solutions. The Service Desk Manager will oversee the service desk team, manage processes, handle customer escalations, and ensure high-quality service delivery across the organization.
Clean EnergyIndustrial EngineeringManufacturingMechanical Engineering
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Directly manages and leads a team of service desk professionals, fostering a collaborative and customer-focused environment
Conducts regular performance evaluations, provide coaching and development opportunities, and support team members in achieving their professional goals
Ensures ongoing training and development for service desk staff to keep up with industry trends, technology, and best practices in IT service management
Oversees all service desk processes to ensure consistency and efficiency in service delivery
Develops and implements best practices for incident management, problem resolution, and service requests
Leads service improvement initiatives aimed at enhancing customer experience and service desk effectiveness
Serves as the primary point of contact for escalated customer issues, ensuring timely resolution and high customer satisfaction
Collaborates with cross-functional teams to address and resolve complex service desk challenges
Monitors, analyzes, and reports on key performance metrics to assess service desk performance and identify areas for improvement
Utilizes data to drive decisions and enhancements in service delivery
Manages and own the Ivanti ITSM tool, ensuring effective configuration and utilization to support service desk operations
Continuously evaluates and implements enhancements to the ITSM tool to align with evolving organizational needs
Collaborates with external vendors for the procurement of ITSM tools and other service desk-related products and services
Manages relationships with vendors, ensuring they meet required Service Level Agreements (SLAs)
Participates in the change management process, ensuring that any changes to IT services are properly communicated and aligned with service desk operations
Acts as a point of escalation during critical incidents or outages, coordinating communications and responses to restore service quickly
Ensures that incidents are logged, tracked, and resolved in a timely manner according to agreed SLAs and facilitate root cause analysis for recurring incidents to minimize future disruptions
Develops and maintain strong relationships with key stakeholders across the organization, providing insights on service desk performance and areas for improvement
Gathers and analyze user feedback to improve service desk processes and enhance customer satisfaction
Qualification
Required
Bachelor's Degree in Information Technology, Business, or related field
Proven experience in an IT support or service desk role, with a minimum of 8 years' experience in IT service management
Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and ITSM processes
Experience with Ivanti ITSM or similar IT service management tools
Familiarity with ticketing systems, incident resolution procedures, and service desk metrics
Experience with organizational change management, including implementation of information technology integration projects
Demonstrated ability to lead, train, and mentor a team of service desk professionals
Experience in managing conflicts, escalations, and high-pressure situations effectively
Excellent verbal and written communication skills, with the ability to interact professionally with technical and non-technical stakeholders
Strong customer service orientation and ability to establish rapport with users at all levels
Experience in managing projects related to service desk initiatives or IT improvements
Ability to prioritize and manage multiple tasks and deadlines effectively
Must be a U.S. citizen
Must be able to obtain and maintain a U.S. Department of Energy (DOE) clearance
Benefits
Health, dental, and retirement plans
Flexible work schedules and paid time off to promote a healthy work-life balance
Professional development opportunities, including mentorship programs and sponsorship for continuing education
An inclusive atmosphere that celebrates new perspectives and supports collaboration between different generations
The chance to be part of a mission-driven organization making a positive impact on the future of energy
Opportunities for continuous learning and training to grow throughout your career!
Company
BWXT
At BWX Technologies, Inc. (NYSE: BWXT), we are People Strong, Innovation Driven.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.75BKey Investors
Wells Fargo
2025-11-06Post Ipo Debt· $1.1B
2022-10-12Post Ipo Debt· $250M
2021-04-13Post Ipo Debt· $400M
Leadership Team
Rex Geveden
Chief Executive Officer
Recent News
2026-01-16
2026-01-03
2025-12-13
Company data provided by crunchbase