Safelite · 2 days ago
IT Service Desk Manager
Columbus, OH
Full-time
Onsite
Mid, Senior Level
4+ years expSafelite is an auto glass company that values collaboration, innovation, and dedication. The IT Service Desk Manager will oversee the Service Desk operations, ensuring excellent service delivery to 17,000 colleagues while driving continuous improvement and managing key performance metrics.
Automotive
Hiring Manager
Heather Loughley
Responsibilities
Defining, creating, and delivering IT Service Desk standards, that align with the Global Service Desk standards and processes
Direct management of the market Service Desk
Driving the development and continuous improvement cycle
Delivering analytics insights and reporting around Service Desk performance and opportunities for Improvement, Automation and Knowledge Base articles to enable self-service
Participate in Service Design & Transition exercises as a result of Project implementations
Address and resolve escalations
Represent the region by providing input and partnering with the Belron Service Management team
Major Incident Management support, as needed
Qualification
Required
Bachelor's Degree in Computer Science or relevant field or relevant experience
4-6 years Relevant experience
Experience in an IT Service Desk Management role, directly involved in the day to day running of Service Desks
Experience of ServiceNow ITSM tooling
Comfortable interacting with Technology Leadership team
Excellent working knowledge of the different ITIL processes
Adept problem solver with the ability to focus on the overall goal
Demonstrable experience of collaborative working with teams locally and globally
Demonstrable experience of writing reports, preparing slides (using PowerPoint) and giving formal presentations
Excellent English language written and spoken
IT Service Desk leadership
IT Service Management and Service Improvement
Service ITSM and ITAM understanding
Communication skills – both written and verbal covering a wide range of stakeholder groups from management level to operational level
Strong self-motivation, ability to work independently when required
Bias for action
Company
Safelite
We’re the auto glass experts. Since 1947, we’ve helped people get back to driving safely.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Ritchey
Senior Vice President, Chief Technology Officer
Doug Herron
Chief Financial Officer
Recent News
2025-09-15
2025-07-28
Seattle TechFlash
2025-04-12
Company data provided by crunchbase