Service Desk Manager

Yamaha has an excellent opportunity for a Service Desk Manager to join or ISD Team located in Kennesaw, GA. In this role you will work very closely with the Sr. Manager to align IT strategies into operations and oversee the efficient day to day operation of the Service Desk while ensuring the successful delivery of IT services across the organization. This hands-on role requires strong leadership in people management, technical expertise, and the ability to drive operational excellence through automation and process improvements. The Service Desk Manager will be responsible for troubleshooting complex technical issues, understanding of key systems such as Active Directory, Intune, Azure, SCCM, and server infrastructure, and understanding of networks. Additionally, this role requires a comprehensive understanding of operational expenses (OpEx) and capital expenditures (CapEx), with a focus on optimizing costs and resource allocation.

The ideal candidate will have strong interpersonal skills, be highly tech-savvy, and possess a keen ability to document processes effectively. Experience in motivating teams, managing budgets, and delivering exceptional service will be essential for success in this role.

What you'll be doing:

• Manage daily IT Service Desk operations to meet SLAs and KPIs, oversee ServiceNow ticket procedures, and continuously monitor processes for improvement.
• Promote a culture of accountability and ownership within the team by establishing clear roles, responsibilities, and performance expectations.
• Provide hands-on technical support for troubleshooting PCs, managing Active Directory (user accounts, groups, security settings.
• Develop supervisors into effective leaders by providing coaching on people management, leadership skills, and performance monitoring
• Collaborate with the Sr. Leader to develop automation strategies that streamline workflows, reduce manual intervention, and improve overall service delivery.
• Ensure that the Service Desk team has the knowledge and resources to manage SCCM (System Center Configuration Manager) for software deployment, updates, and imaging processes.
• Lead initiatives related to automation/scripting (e.g., PowerShell) to improve repetitive processes and enhance efficiency across the Service Desk.
• Collaborate with the Sr. IT Leader to ensure strategic initiatives are translated into operational goals and executed at the ground level.
• Act as a key liaison between senior leadership and the Service Desk team to ensure alignment with organizational goals.

• The position will have the authority to manage daily operations, ensuring that all processes run smoothly and efficiently.
• The position will have the autonomy to make strategic decisions that align with the company's long-term goals and objectives.
• The position will have the autonomy to lead and manage a team, making decisions related to team structure, roles, and responsibilities.
• The position will have the responsibility to make decisions related to budget allocation and financial planning within their department.
• The position will have the authority to implement and enforce company policies and procedures within their department

What you need to be successful

• Bachelor's degree in information technology, Computer Science, or related field.
• 7 years of experience in IT Service Management, with at least 5 years in a leadership role.
• Proven experience with ServiceNow incident management, workflow automation, dashboard creation, and analytics.
• Strong understanding of ITIL principles and their application to service desk operations.
• Demonstrated success in leading teams, mentoring supervisors, and driving operational excellence.
• Hands-on experience in PC troubleshooting, Active Directory management and SCCM (System Center Configuration Manager)
• Experience in building SOPs, improving process efficiency, and managing ticket escalations in a high-volume environment.
• Knowledge of automation/scripting (e.g., PowerShell) to streamline workflows and improve efficiency.
• Strong communication and interpersonal skills, with the ability to manage cross-functional teams and liaise with senior leadership.

Don't meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!

What's in it for you:

• 401(k) and Profit Sharing
• Fertility Benefits
• 37.5 hour work-week
• Medical, Dental, Vision
• Life and AD&D Insurance
• Wellness Program
• Short-Term Disability Coverage (for hourly roles)
• Long-Term Disability
• Student Debt Repayment Benefits
• Ability to borrow Yamaha product

Reports to: Department Manager

Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.