Arnold Magnetic Technologies · 3 hours ago
IT Service Desk Manager
Rochester, NY, US
Full-time
Onsite
Mid, Senior Level
$95K/yr - $115K/yrArnold Magnetic Technologies is a global leader in the engineering and manufacturing of high-performance permanent magnets and related materials. They are seeking a Service Desk Manager to lead and improve global end-user support operations, manage internal and outsourced support, and enhance the overall user experience.
Consumer ElectronicsElectronicsIndustrial ManufacturingMachinery ManufacturingManufacturingRFID
No H1B
U.S. Citizen Only
Responsibilities
Lead the day-to-day operations of the IT Service Desk, ensuring timely, professional, and effective end-user support
Manage and mentor internal desktop support technicians, including workload management, performance reviews, coaching, and professional development
Serve as the primary escalation point for complex, high-impact, or sensitive end-user issues
Own all hands-on end-user support needs at the Rochester, NY location, personally providing on-site support when required and assigning issues that can be resolved remotely to the appropriate team member
Partner with the CIO and IT leadership to implement and operationalize an outsourced Tier 1 support model, including onboarding, escalation workflows, knowledge transfer, and ongoing operational integration
Serve as the primary operational point of contact for outsourced Tier 1 support providers
Monitor outsourced Tier 1 performance against established SLAs and KPIs, escalating issues and driving corrective actions as needed
Ensure effective coordination and escalation between outsourced Tier 1 resources and internal desktop support technicians
Standardize global service desk operations and service levels by identifying regional gaps and driving adoption of established procedures and tools
Ensure consistent intake, escalation, resolution, and communication practices across all supported locations
Partner with regional stakeholders to reinforce adherence to service desk standards and continuously improve the end-user experience
Apply ITIL-aligned practices within Service Desk operations, including Incident Management, Request Fulfillment, Problem Management, and Knowledge Management
Define, document, and continuously improve service desk workflows, procedures, and escalation paths
Identify recurring issues and trends, drive root-cause analysis, and coordinate corrective actions with other IT groups
Partner with the CIO and IT leadership to define service desk SLAs, then execute, monitor, and continuously improve performance against those SLAs across internal and outsourced support resources
Partner with the CIO and IT leadership to establish service desk KPIs, then execute, maintain, and refine reporting and performance management aligned to those expectations
Track and report on metrics such as SLA attainment, first-contact resolution, mean time to resolution, backlog aging, and end-user satisfaction
Use performance data to drive accountability, coaching, and continuous service improvement
Leverage AI-enabled tools and automation to improve service desk efficiency and user experience (e.g., knowledge article creation, ticket triage/routing, self-service support, and trend analysis), aligned to IT leadership standards and security requirements
Promote a culture of responsible AI usage within the service desk, ensuring technicians regularly leverage approved AI tools to support troubleshooting, root-cause analysis, and documentation
Partner with business stakeholders and IT leadership to surface, document, and evaluate AI or automation-related ideas and opportunities that emerge through end-user support interactions, serving as an intake point for potential business improvements
Improve and maintain service desk documentation, including standard operating procedures, escalation guides, and a searchable knowledge base to support consistent global operations and increased first-contact resolution
Ensure documentation remains accurate, accessible, and aligned to evolving tools, processes, and support models
Promote knowledge reuse across internal and outsourced support teams
Act as the primary point of contact for service desk performance, trends, and end-user experience
Partner with business stakeholders to understand support needs, identify recurring pain points, and prioritize service improvements
Communicate clearly with IT leadership and business stakeholders regarding service issues, improvements, and operational metrics
Collaborate closely with Infrastructure, Security, and Applications teams to ensure effective escalation and resolution of issues
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience
Proven experience managing an IT Service Desk or end-user support function in a multi-site or global environment
Experience managing or working with outsourced or third-party IT support providers
Strong hands-on technical background supporting end-user devices, operating systems, and common enterprise applications
Experience applying ITIL-aligned service desk processes
Strong leadership, coaching, and performance management skills
Excellent communication and stakeholder management abilities
U.S. Citizenship required due to access to export-controlled technology and data under ITAR, EAR, and FCI/CUI regulations
Preferred
ITIL Foundation or higher certification
Experience supporting manufacturing or industrial environments
Familiarity with ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management
Experience building or maintaining service desk KPI dashboards and operational reporting
Experience supporting users across multiple global time zones
Company
Arnold Magnetic Technologies
Arnold Magnetic Technologies is the magnetic product's manufacturer supplying magnets, magnetic material.
Founded in 1898
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Audax Private Equity
2012-03-06Acquired
2005-01-01Private Equity
Leadership Team
Wendy Cheek, CPA
CFO
Recent News
altenergymag.com
2025-12-20
The Motley Fool
2025-12-07
The Motley Fool
2025-12-05
Company data provided by crunchbase