The Gorilla Glue Company · 13 hours ago
IT Service Desk Manager
Cincinnati, OH
Full-time
Onsite
Senior Level
5+ years expThe Gorilla Glue Company is seeking an IT Service Desk Manager to serve as the single point of contact for all IT support needs, ensuring timely and high-quality technical assistance for employees. This leadership role involves overseeing daily service desk operations, managing a team of analysts, and driving continuous improvement in support capabilities and workflows.
Consumer GoodsManufacturingMarketing
Responsibilities
Major incident ownership
Build a scalable Service Desk function that grows with the business across multiple sites and time zones
Manage vendor relationships to ensure quality and high performance
Manage contracts, renewals, licensing, and cost‑optimization efforts to ensure the IT support budget is used efficiently and responsibly
Ensure external partners—such as system integrators, AMS providers, Buchanan, Deloitte AMS, and other consultants—are fully incorporated into internal workflows by aligning them with standard processes, documentation practices, collaboration tools, and communication channels to support consistent and seamless project execution
Continuously evaluate opportunities to outsource commodity tasks, enabling the team to focus on higher‑value work
Foster a high‑trust, collaborative culture aligned with Gorilla Glue's values
Implement workload balancing, shift coverage strategies, and succession planning
Support the IT leadership team with strategic planning and budget planning
With System Integrator partner firms, develop and deploy all required technical and application/functional training to ensure employees are properly trained
Design, develop and deploy ongoing training programs to support the onboarding of new associates and continued development of all employees
Learn all relevant business applications and devise improvement strategies to maximize their usage and drive productivity
Mature ITSM practices: incident, request, problem, knowledge, and change
Implement or expand ITSM tooling (ticket automation, queues, AI-assisted triage)
Lead SLA/OLA development and service quality dashboards for IT leadership
Establish a self‑service culture: intuitive knowledge base, user guides, self‑resolution paths
Introduce automation tools (Power Automate, Azure Runbooks, Entra ID workflows) to streamline onboarding, offboarding, password resets, and device provisioning
Evaluate emerging AI technologies for support (chatbots, predictive ticketing, log analysis) and own measurable outcomes
Reduce manual tasks year-over-year by measurable thresholds (ex. 20-30% automation gains)
Mature device management through Intune/Autopilot and cloud-first deployment strategies
Support the M365 ecosystem with ongoing enhancements (Teams, OneDrive, SharePoint, Viva)
Expand mobile device and shop‑floor technology support as manufacturing digitizes
Strengthen support for remote sites, warehouses, and manufacturing facilities
Implement standardized site start-up playbooks and remote support capabilities
Enhance uptime expectations and response processes for production-impacting incidents
Qualification
Required
5-7+ years of progressive IT support experience; 2-3+ years in a supervisory or leadership capacity
Strong understanding of M365, Entra ID, Intune, conditional access, and identity lifecycle management
Familiarity with ITIL frameworks and modern service management best practices
Solid foundation in Windows platforms, networking fundamentals, and endpoint security
Experience with automation tools (Power Automate, scripting, AI-driven support platforms)
Experience in developing and deploying training to drive continuous improvement
Experience with working with staff augmentation to improve our strategy
Strong decision‑making, prioritization, and organizational skills
Ability to coach, mentor, and develop diverse technical teams
Strategic, forward‑thinking mindset suited for transformation and process‑building initiatives
Preferred
Experience supporting distributed or multi‑site environments is preferred
Exposure to modern device management, cloud ecosystems, or ITSM leadership is ideal
Benefits
Competitive compensation packages
Comprehensive healthcare benefits
Perks and incentives
Company
The Gorilla Glue Company
Headquartered in Cincinnati, Ohio, The Gorilla Glue Company is a family owned, leading manufacturer of adhesives, moisturizers and tools that are known for high quality.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
M
Mark Mercurio
President & Chief Executive Officer
Mark Singer
Founder
Recent News
Morningstar.com
2025-11-19
Company data provided by crunchbase