POSITION OVERVIEW

H&V’s IT Service Desk Manager, Americas plays a pivotal role in leading and coaching our IT support team across 8 plants in the Americas, while also serving as a key liaison with our global IT support teams. This role is about delivering outstanding service to our internal customers through both people leadership and hands-on support when needed.
The IT Service Desk Manager sets the tone for the team by modeling a customer-first mindset, building consistent processes, and ensuring issues are resolved quickly and effectively. While the emphasis is on leadership, process, and continuous improvement, this is a true player/coach role: the manager is expected to step in and take on frontline support responsibilities when necessary, demonstrating that no task is beneath them and reinforcing a culture of accountability and teamwork.

ADDITIONAL REQUIREMENTS

• Travel to H&V plants and offices as needed across the Americas is required
• Provide off-hours support on occasion, including nights and weekends, to assist with critical incidents, system maintenance, or major deployments

QUALIFICATIONS & EXPERIENCE

• 7-10 years of technical and managerial experience in a help desk or IT support environment.
• Proven ability to lead, coach, and develop a distributed support team.
• Familiarity with IT service management frameworks; ITIL 4 certification a plus.
• Certifications in Microsoft Desktop Support, Networking, CompTIA A+, or HDI a plus.

TECHNICAL SKILLS

• Strong working knowledge of Microsoft Office 365, Active Directory, Exchange, and Windows 10/11.
• Hands-on experience with PC imaging, hardware repair, mobile device support (iOS, Android), and networking basics.
• Experience with antivirus/malware protection tools.
• Preferred: exposure to VMware, SonicWall, Checkpoint, Zero Touch Provisioning, or similar enterprise technologies.