City Brewing Company · 3 hours ago
IT Manager, Service Desk
La Crosse, WI, US
Full-time
Onsite
Senior Level
5+ years expCity Brewing Company is North America’s largest co-packager of alcoholic beverages, with a focus on safety, quality, communication, growth, and performance. The Service Desk Manager is responsible for leading the IT Service Desk function across a 24/7 manufacturing enterprise, ensuring high-quality IT support services and driving continual service improvement.
Food and BeverageHospitalityTravel
Responsibilities
Lead, mentor, and develop a team of Service Desk analysts across multiple sites
Define team performance goals, KPIs, and SLAs to ensure high-quality service delivery
Establish 24/7 coverage schedules, on-call rotations, and resource planning to meet business needs
Foster a culture of accountability, collaboration, and continuous improvement
Own incident, problem, and request management processes, ensuring consistent application of best practices
Drive root cause analysis and problem management to reduce recurring incidents
Function as the primary escalation point for critical service issues and ensure timely resolution
Provide after-hours support when needed
Maintain and improve the IT knowledge base and self-service portal
Manage IT Service Desk-related projects from initiation to completion, including planning, execution, and stakeholder communication
Partner with Infrastructure, Applications, and Cybersecurity teams to deliver technology initiatives
Identify opportunities for process automation, efficiency, and improved end-user experience
Ensure compliance with IT policies, security standards, and audit requirements
Define and enforce hardware and software standards for end users
Oversee the lifecycle management of end-user devices, applications, and licenses
Coordinate IT onboarding and training for new hires and contractors
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience
5+ years of IT Service Desk or End-User Services experience, with at least 2 years in a leadership/managerial role
Strong understanding of Service Desk Management Frameworks (i.e.ITIL)
Proven experience managing IT projects from initiation through completion
Hands-on experience with ITSM/ticketing systems (e.g., ServiceNow, Freshservice, Remedy, Jira Service Management)
Excellent communication, leadership, and problem-solving skills
Willingness to travel to other sites domestically (20% annually)
Ability to manage competing priorities in a fast-paced 24/7 manufacturing environment
Company
City Brewing Company
City Brewing Company is a food & beverages company that provides beer and soft drinks packaging services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jerry Long
Chief Financial Officer
Recent News
Company data provided by crunchbase