Senior Global Service Desk Manager

Description

Mativ is a global leader in specialty materials headquartered in Alpharetta, Georgia. The Company offers a wide range of critical components and engineered solutions to solve our customers’ most complex challenges.  

The Global Service Desk Manager ITSM is responsible for the overall management of the global service desk, including the development and implementation of processes, procedures, and tools to ensure the delivery of high-quality IT support to customers. The ideal candidate will have a strong understanding of ITIL and other IT service management frameworks, as well as experience managing a global team.

Responsibilities

• Develop and implement processes and procedures to ensure the delivery of high-quality IT support
• Manage the incident management, problem management, change management, and knowledge management processes
• Work with other IT teams to ensure the alignment of the service desk with the overall IT strategy
• Represent the service desk to other stakeholders, such as customers, business units, and senior management
• Manage the day-to-day operations of the global service desk, including staffing, scheduling, and performance management
• Conduct regular performance reviews and identify areas for improvement
• Develop and implement training programs for the service desk team
• Stay up-to-date on the latest trends in IT service management, including ITSM system integration
• Integrate multiple ITSM systems to create a single, unified view of IT operations
• Ensure that the integrated ITSM systems meet the needs of the business

• Identify and resolve any issues or conflicts between the integrated ITSM systems

Education/Qualifications

• Bachelor's degree in information technology or a related field required
• 5+ years of experience in a service desk or IT support role
• Strong understanding of ITIL and other IT service management frameworks
• Experience managing a global team
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills

Competencies

• Strong analytical skills, attention to detail, and problem-solving capability
• Ability to manage multiple projects, competing priorities, and deadlines
• Effective communicator and strong interpersonal skills
• Experience working across multiple levels, functions and regions
• Highly motivated, self-starter, team player
• Aptitude for systems, processes and driving continuous improvement

What We Offer

As a Mativ employee, you’ll have access to a variety of benefit programs designed to help you no matter your stage of life.

• Medical, dental and vision insurance
• Consumer-Driven Health Plan (CDHP)
• Preferred Provider Organization (PPO)
• Exclusive Provider Organization (EPO)
• Company-paid basic life insurance and Additional voluntary life coverage
• Paid vacation and competitive personal time off
• 401(k) savings plan with company match
• Employee assistance programs – available 24/7 to you and your family
• Wellness and Work Life Support - career development and educational assistance

#LI-BB1

#Hybrid