Hiring: Service Desk Manager Company: Lumentis Location: Novi, MI Job Posted Time: 2026-09-16 11:23:12 Employment Type: Remote Target Skills & Keywords : ServiceNow About the job Experience: •7+ years of experience in IT support or service desk roles, including prior service desk management experience. Required Skills: •Hybrid (in-office and remote); up to 25% travel •Reports To Senior Manager– Infrastructure and Operations •Lead the global IT service desk function, ensuring high quality support to employees across all regions and locations. •Implement and manage a service desk platform (for example ServiceNow, Freshdesk, Ivanti Neurons, or similar), including workflows, knowledge base, and self-service capabilities. •Define and monitor service performance through KPIs and SLAs; drive continuous improvement based on metrics and feedback. •Oversee incident, request, and escalation processes, working closely with Infrastructure, Applications, and Security teams. •Develop and maintain service desk procedures, runbooks, and knowledge articles to support efficient and consistent service delivery. •Coach and develop service desk staff (internal and/or external), fostering a customer centric culture and clear ownership. Qualifications: •Typically requires 7+ years of experience in IT support or service desk roles, including prior service desk management experience. •Demonstrated experience implementing, configuring, and managing IT service management tools (such as ServiceNow, Freshdesk, Ivanti Neurons, or similar). •Strong knowledge of ITIL or equivalent IT service management best practices. •Proven track record managing KPIs, SLAs, and service quality in a multi site or global environment. •Excellent customer service orientation and communication skills, with the ability to interact effectively at all levels of the organization. •Applicants must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout their employment. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!