Bringing our love of food to families for five generations! Blount Fine Foods is a family-owned and operated manufacturer, marketer, and developer of premium fresh prepared foods. We are an engaging team, bringing restaurant-quality products to America including single-serve grab-n-go fresh soups, mac & cheese, and entrées in grocery stores across the country, as well as for hot bars and restaurants. Help us create the finest food experiences including those with specialty certifications that include organic, gluten-free, and low sodium, among others. Join a proven team for growth, success, and a satisfying career!
Summary: The Manager of Service Desk is a hands-on leader responsible for overseeing the daily operations, strategy, and continuous improvement of the Service Desk function. This role manages a team of IT Operations Specialists and Help Desk Analysts, ensuring that Tier 1 and Tier 2 technical support is delivered efficiently, escalated appropriately, and resolved with a high degree of customer satisfaction. The Manager will define support processes, manage incident response, own the ticketing system, and lead the development of ITIL-aligned practices such as change control and SLA management. A strong focus on end-user experience, accountability, and operational excellence is key to success in this role.

CUSTOMER EXPERIENCE & COMMUNICATION

• Drive a customer-first mindset within the team, ensuring that end-user satisfaction is prioritized in all support interactions.
• Develop internal documentation, training, and knowledge base articles to empower self-service and reduce repetitive requests.