Harley-Davidson Motor Company · 12 hours ago
Global Desktop Services Manager
Milwaukee, WI
Full-time
Onsite
Senior Level, Lead/Staff
$116K/yr - $174K/yr
8+ years expHarley-Davidson Motor Company is a storied brand known for its passion and commitment to innovation. They are seeking a Global Desktop Services Manager who will oversee Digital Office Client Services across all corporate, sales, and manufacturing offices worldwide, managing a distributed resource team and ensuring technology requests are fulfilled properly.
AutomotiveBusiness DevelopmentIndustrialManufacturingTransportation
No H1B
Responsibilities
Business Relationship Management
Liaison between Digital Office and business stakeholders for negotiating SLA, Guiding principles, outages, and support staffing
Own Client Services technology asset management for end-user devices
Lead supplier and vendor management with global client services provider(s), printer suppliers, and cell carriers
Define and maintain the global operating model/strategy for client services (tiers, regional hubs, on-site/remote, hours of operation, SLA’s)
Own the client services global service catalog, request types, and fulfillment paths
Lead Service Reviews (weekly operational, monthly performance, quarterly executive)
Maintain policy and standards (e.g., imaging standards, break/fix vs. replace, loaner device policy)
Plan and communicate roadmaps, changes, maintenance windows, patching schedules, and major incidents to business units
Promote AI enablement, drive automation and self-service in Client Services (portals, virtual agents, how-to content, software distribution)
Ensure client devices adhere to security baselines (endpoint protection, patching SLAs, encryption)
Own budget and forecast for client services (run rate, variable volume, HW refresh, outsourcing, etc)
Qualification
Required
High School Diploma or Equivalent Required
Typically requires a minimum of 8 years of related experience
Familiarity with major ITSM platforms (e.g., IFS Assyst, ServiceNow, Remedy)
Hands-on experience with ITIL processes (Incident, Request, Problem, Change, Knowledge)
Proven experience managing large-scale outsourced IT services (Service Desk, EUC, Field Services)
Global experiences in IT Operations, relationship management, and/or project delivery
Working in Agile environments: Familiarity with Agile principles and frameworks (Scrum, Kanban) for IT service delivery or improvement projects
Knowledge of endpoint management tools (Intune, SCCM) and collaboration platforms (M365)
Strong analytical and data-driven decision-making
Track record of improving ticket quality, first-contact resolution, and knowledge management
Preferred
Bachelor's Degree in Business, Computer Science, or related technical discipline is preferred
Skilled in contract negotiation, SLA enforcement, and service credit management
Managed multi-region teams and services across different time zones and cultures
Experience in governance frameworks and operating models for global IT support
Strong background in CSAT/NPS improvement programs
Benefits
Annual bonus programs
Health insurance benefits
A 401k program
Onsite fitness centers
Employee stores
Employee discounts on products and accessories
And more
Company
Harley-Davidson Motor Company
In 1903, out of a small shed in Milwaukee, Wisconsin, four young men lit a cultural wildfire that would grow and spread across geographies and generations.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$89MKey Investors
US Department of Energy
2024-07-11Grant· $89M
1986-07-18IPO
Leadership Team
Arthur Starrs
President and CEO at Harley-Davidson
Bill Davidson
Special Advisor to the CEO
Recent News
2026-01-16
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-16
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