• Job Description

  Req#: JR110205
  Apogee Services Inc.

  Position Summary

  The Sr. Manager, IT Service Desk is responsible for leading a distributed team of IT Service Desk professionals who provide Tier 1 and Tier 2 support across multiple business segments, including corporate functions, field teams, and manufacturing sites. This role ensures high-quality, customer-focused support services in environments with both office-based and production-critical systems. The Sr. Manager drives operational excellence and continuously improves processes, tools, and workflows to meet the needs of a diverse and fast-paced organization. The ideal candidate is an experienced leader who excels at building strong teams, partnering with business stakeholders, including manufacturing operations—and operating in a dynamic, multi-site environment.

  Responsibilities

  Team Leadership & Management

  • Lead, mentor, and develop a team of ~20 Service Desk Analysts across multiple geographic locations.
  • Manage staffing plans, performance evaluations, coaching, and professional development.
  • Foster a culture of customer service, accountability, and continuous improvement.
  • Coordinate team schedules to ensure 24/7 or business-critical coverage (as applicable).

  Service Delivery & Operations

  • Oversee end-to-end incidents, request, and problem management processes.
  • Ensure all SLAs, KPIs, and performance metrics are met or exceeded.
  • Monitor daily operations and address escalations quickly and effectively.
  • Maintain high-quality documentation, runbooks, and knowledge base articles.

  Stakeholder & Cross-Functional Engagement

  • Partner with business leaders across different segments to understand support needs and emerging requirements.
  • Serve as the primary liaison between the Service Desk and other IT teams (Infrastructure, Security, Applications, etc.).
  • Communicate service performance, trends, and improvement initiatives to IT leadership and business stakeholders.

  Process Improvement & Technology

  • Identify opportunities to streamline workflows, automate repetitive tasks, and enhance the user support experience.
  • Lead initiatives for tool optimization, including the ITSM platform
  • Implement best practices in ITIL-based service management, including incident, problem, change, and asset management processes.
  • Drive continuous improvement in customer satisfaction, response times, and service quality.
  • Other duties as assigned

  Education & Experience

  Required

  • 10+ years of IT support or IT service management experience.
  • 10+ years of leadership experience managing Service Desk teams, preferably distributed or multi-site.
  • Strong understanding of ITIL frameworks and ITSM processes.
  • Proven experience supporting diverse business segments (e.g., corporate, operations, Manufacturing, field teams).
  • Excellent communication, leadership, and stakeholder management skills.
  • Demonstrated ability to analyze service data and implement improvement initiatives based on voice of the customer.
  • Experience with metrics dashboards, reporting, automation, or workflow optimization.

  Preferred

  • Bachelor’s degree in Information Technology, Computer Science, or related field.
  • ITIL Foundation or higher-level certification.
  • Experience with enterprise ITSM tools (EasyVista, Ivanti, Service Now, etc.).
  • Background in managing support for hybrid environments (cloud/on-prem).

  Salary Range

  • $135,000 - $165,000

  Travel Requirements

  Travel anticipated approximately 5-10% to visit various sites & team members as needed.

  #LI-TV1

  Apogee Enterprises is an Equal Opportunity/Affirmative Action Employer.

  Our Benefits

  We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

  • Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)

  • Incentive Plans

  • 401(k) with employer contribution and match

  • Employee Stock Purchase Plan with employer match

  • Paid Time Off (Vacation and Sick Time)

  • Paid Holidays

  • Tuition Reimbursement Program

  • Employee Assistance Program (EAP)

  • Wellness Program

  • Training and Career Progression

  Apogee and our brands are an Equal Opportunity Employer.

• About the company

  Leaders in our markets, Apogee delivers distinctive solutions for enclosing commercial buildings and framing art.

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