Hussmann · 6 hours ago
IT Global Service Desk Manager
Bridgeton, MO
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expHussmann is a global leader in commercial refrigeration equipment, and they are seeking a Global Service Desk Manager to lead and optimize their worldwide end user support organization. This role involves overseeing global support operations, enhancing ITIL-aligned processes, and driving continuous improvement initiatives to ensure high-quality service delivery.
Food and BeverageManufacturing
Responsibilities
Lead and mature a globally distributed Service Desk team delivering Tier 1–2 support
Ensure consistent service delivery across geographies, time zones, and shift models
Standardize processes, knowledge practices, and support models across the enterprise
Own and enhance ITIL‑aligned processes including Incident, Request, Problem, Knowledge, and Change Enablement
Define, monitor, and report on KPIs, SLAs, and SLOs
Drive continuous improvement efforts through trend analysis and root‑cause elimination
Champion a customer‑first culture focused on simplicity, speed, and reliability
Identify high‑volume and high‑friction tickets and implement permanent fixes
Expand self‑service, automation, knowledge articles, and proactive support
Lead monthly operational reporting, providing insights that drive leadership decisions
Drive adoption of AI, virtual agents, auto‑remediation, and intelligent automation
Enable proactive support through monitoring, analytics, and integrated toolsets
Evaluate emerging technologies and partner with internal teams to strengthen service capabilities
Oversee global end‑user asset lifecycle, including procurement, deployment, refresh, and retirement
Ensure compliance, accurate inventory, and audit readiness
Lead PC imaging, deployment, patching, and MDM governance
Manage insourced & outsourced service desk partners and endpoint support vendors
Conduct regular service reviews and ensure contract adherence
Drive performance optimization across vendor ecosystems
Recruit, coach, and develop high‑performing global support teams
Build training and certification plans, career paths, and engagement programs
Foster a culture of innovation, accountability, and service excellence
Ensure adherence to security, audit, and regulatory requirements
Maintain documentation, process controls, and operational readiness
Partner with cybersecurity on incident response and escalations
Qualification
Required
Bachelor's degree in IT, Computer Science, or related area
10+ years of ITSM or end user support experience; 2–3+ years in global leadership
Experience managing distributed and/or outsourced support models
Strong expertise in ITIL/ITSM frameworks and platforms (Microsoft SCSM, ServiceNow, BMC, Jira Service Management, etc.)
Knowledge of endpoint management and MDM tools (Intune, Jamf, Workspace ONE)
Experience leading automation and self‑service initiatives
Strong analytical and reporting skills
Strong communication with ability to influence executive stakeholders
Enterprise‑level thinking and decision‑making
Emotional intelligence and adaptability in complex organizational environments
Ability to drive alignment with broader organizational strategy
Preferred
ITIL certification preferred
Benefits
Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.
Company
Hussmann
Hussmann has provided innovative products, services and solutions for preserving and merchandising fresh foods.
1001-5000 employees
H1B Sponsorship
Hussmann has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (10)
2023 (10)
2022 (10)
2021 (5)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
unknown2015-12-21Acquired
Leadership Team
Tim Figge
CEO
Recent News
Company data provided by crunchbase