IT Service Desk Manager

We are Proud to be SJE!

At SJE, we are more than a company - we are a family of brands with a shared vision and mission to provide industry-leading, innovative, and reliable control and monitoring solutions that improve efficiencies, protect the environment, and deliver dependable solutions to our valued customers. We are looking for an IT Service Desk Manager. This role will be working onsite from our Birmingham, AL location. Check us out at SJEinc.com!

The job:

The IT Service Desk Manager is a hands‑on technical leader responsible for directly supporting and managing Helpdesk and Desktop Support operations across multiple manufacturing sites. This role blends leadership with active participation in daily support tasks-jumping into complex tickets, assisting with device deployments, supporting shop‑floor technology, and ensuring that all employees across production facilities, offices, and remote sites receive timely, high‑quality technical support.

The ideal candidate is as comfortable working tickets and deploying devices as they are coaching technicians, building processes, and partnering with plant leadership. This role is critical to maintaining uptime, improving support maturity, and ensuring a secure, efficient end‑user experience.

What you will do:

Hands‑On Technical Support (50%+)

• Work directly on escalated Helpdesk and Desktop Support tickets, including hardware issues, configuration problems, imaging, networking, and account access.
• Perform hands‑on device builds, OS imaging, Intune enrollment, printer configuration, and workstation setup.
• Support plant‑floor technology: PCs, scanners, label/barcode printers, production check‑in stations, and network‑connected industrial devices.
• Travel to manufacturing sites to provide onsite troubleshooting, deployments, equipment swaps, and user support.
• Participate in after‑hours or weekend support during critical outages, plant initiatives, or system updates.

Leadership & Team Development

• Lead, coach, and mentor Helpdesk and Desktop Support technicians with a focus on growing technical depth and troubleshooting skills.
• Set daily/weekly priorities, provide guidance on active tickets, and ensure consistent coverage across multiple time zones and sites.
• Participate in interviews, hiring, onboarding, and performance development for support staff.

Service Delivery & Operational Excellence

• Monitor ticket queues and personally intervene where needed to keep SLAs on track.
• Establish and maintain realistic SLAs, escalation rules, and service expectations.
• Improve ticket quality through coaching, peer reviews, and knowledge sharing.
• Perform root‑cause analysis on recurring issues and implement fixes with the team.

Process Creation & Standardization

• Create hands‑on support documentation, "How‑To" guides, imaging steps, and troubleshooting playbooks.
• Build and maintain a strong knowledge base to enable faster resolution and onboarding.
• Standardize desktop builds, device provisioning, and software deployment processes.
• Identify recurring pain points and actively implement technical and process improvements.

Endpoint Administration & Asset Management

• Oversee and participate in device lifecycle management: imaging, patching, repairs, replacements, and decommissioning.
• Maintain accurate inventory and asset tracking; ensure proper documentation and labeling.
• Validate endpoint compliance, encryption status, and security-baseline adherence.

Manufacturing Support Alignment

• Work closely with plant managers, supervisors, line leads, and maintenance teams to understand production needs.
• Ensure IT support adapts to shift schedules, production changeovers, and high‑volume periods.
• Respond quickly to floor‑impacting issues and minimize downtime.

Cybersecurity & Policy Compliance

• Enforce secure support practices (MFA, privileged access, device isolation, patching).
• Support cybersecurity team with incident response steps, evidence capture, and endpoint containment.
• Ensure technicians follow safe handling procedures for sensitive equipment and information.

Reporting & Continuous Improvement

• Track and report on SLA performance, ticket metrics, and site‑level support needs.
• Recommend staffing, tooling, and process adjustments based on real data and hands‑on observations.
• Drive continuous improvement across the support function through practical, actionable changes.

The ideal candidate will bring both technical acumen and team leadership skills, providing structure and consistency to support operations while remaining adaptable in a fast-paced, growth-oriented environment.

Education and Skill Requirements:

• Bachelor's degree in information systems or related field preferred; relevant certifications (ITIL, A+, Network+, MD 102, HDI) are a plus.
• 7-10+ years of IT support experience, including hands on troubleshooting of Windows devices, networks, printers, and common business applications.
• 5-7+ years management experience within a Helpdesk/Desktop Support environment.
• Experience in manufacturing or multi-site support environments strongly preferred.
• Strong technical competency in:
• Windows OS, M365, Azure AD/Entra ID
• Intune, imaging tools, endpoint management
• VPN, basic networking, Wi Fi troubleshooting
• Printers, scanners, barcode devices
• Cloud-based tools
• Mobile device management (MDM)
• Ability to work across production floors, office spaces, warehouses, and remote user setups.
• Excellent communication and customer service skills.
• Strong understanding of ITSM tools and concepts (e.g., ServiceNow, FreshDesk, Jira Service Desk).

Answering your questions:

When you are considering a new job, it is normal to have a ton of questions. Here are a few questions we are asked all the time.

• What are the hours? Monday- Friday 8:00 am- 5:00 pm.
• What is your Paid Time Off and holiday policy? Up to 120 hours of Paid Time Off in your first year plus 8 paid holidays.
• What benefits do you offer? We offer a robust benefits package including health, life, short-term and long-term disability insurance as well as dental and vision programs you need to take care of your family, along with other benefit options. Check out our full benefits package!
• What percentage of travel is required for this position? 25%
• What is my commute? Plug this address into Google Maps: 5201 Princeton Way, Hoover, AL 35226.

We will answer more of your questions during the first interview. Expect to hear about the next steps if you meet the job requirements.

Why work with us:

At SJE, we believe in empowering our employees to grow professionally while making a real impact. We offer competitive pay, excellent benefits, and a collaborative culture that encourages creativity and problem-solving. Join us and become a part of something bigger. Join a company where you're not just working-you're building a legacy!

Learn more and apply on-line at www.sjeinc.com. SJE is an Equal Opportunity Employer.