IT Service Desk Manager - Nights
12575 Uline Drive, Pleasant Prairie, WI 53158
Develop your ideal IT career, crafting custom software solutions, at Uline. Bring your expertise to help manage our industry-leading team behind one of the largest e-commerce sites in the U.S.
Better together than apart. This position is on-site, and we are looking for good people who share our passion.
Hours: Monday - Friday, 9 PM to 6 AM.
Manage the nightly operations on the 24/7 IT Service Desk.
Provide ongoing monitoring of IT production systems including identification, resolution and escalation.
Perform implementation and system management of tools for IT system monitoring and notification for ITIL-compliant Service Desk Management.
Review incident tickets for content, proper routing, first call resolution, problem detection, opportunities for first call resolution and timely closure.
Ensure all operational processes and procedures are accurate, clearly documented and maintained.
Participate in the change management and disaster recovery processes.
Bachelor's degree in Information Technology, Computer Science or related field.
10+ years' experience managing a multi-platform, multi-location 24 X 7 operations and IT Service Desk.
Strong incident and problem management skills including identification, resolution and escalation of system issues.
ITIL Certification preferred.
Experience in managing high severity IT issues and outages.
Experience in utilizing ITIL-compliant service desk tools.
Complete medical, dental, vision and life insurance coverage, Flexible Spending Accounts and wellness programs.
401(k) with 5% employer match.
Paid holidays and generous paid time off.
Tuition Assistance Program that covers professional continuing education.
Bonus programs that include annual performance, sales goals and profit sharing.
Best-in-class, clean, modern facilities.
First-class fitness center with complimentary personal trainers.
Over four miles of beautifully maintained walking trails.
Uline is North America's leading distributor of shipping, industrial and packaging materials. We're a family-owned company known for incredible service, quality products and same-day shipping of our huge in-stock inventory. With over 8,500 employees across 12 locations, it's time you joined Uline.
Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment hair follicle drug screening.
Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore to learn more!