Manager, Regional Service Desk

Manager, Regional Service Desk About Us

Stanley, a HAVI company, is defined by Creativity, Building and Invention. We are makers of the legendary bottle and box. Driven by purpose, passion, and performance. Obsessed with making a difference and keeping our promises. Proud of our yesterday and focused on building the team of tomorrow.

Position Overview

The Regional Service Desk Manager will oversee the daily operations and strategic direction of the service desk team within North America and the Philippines. This role involves managing available resources to ensure high-quality support and service delivery to end uses. The Regional Service Desk manager will work closely with the Global Service Desk Manager to align regional objectives with the global service strategy, to ensure consistency and excellence in service delivery.

What You'll Do

• Collaborate with IT Managers to create policies and standard operating procedures.

• Analyze service desk performance and identify problem areas.

• Provide feedback, coaching and mentoring to Service Desk analysts.

• Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams.

• Maintain alignment with Global service desk on process and tool documentation.

• Manage and prioritize day to day support operations in the region.

• Support global support projects and initiatives.

• Liase with key stakeholders and enhance relationship to establish a strong partnership wit the business.

Who You Are

• Customer Centric. Putting customers first and ensuring they have the best experience.

• Collaborative. Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization.

• Proactive. Capability to drive an independent workstream in the context of a broader team project.

• Solution Minded. Ability to work and thrive in a dynamic and fast-paced setting

• Analytical. Ability to break down and solve problems through quantitative thinking and analysis.

• Strong Communicator. Ability to communicate effectively, both verbally and in writing across teams with varying work styles.

Education and Experience

• Bachelors in Computer Science or Information Technology or relevant experience.

• 5+ years experience in IT

• 2+ years people management experience

• Certification or working knowledge of ITIL practices

• Working knowledge of Agile practices

• Experience with Client Fleet Management tooling: JAMF and Microsoft InTune preferred

• Working knowledge of modern Identity tooling: Okta, Ping, MS EntraID, etc.

• Excellent oral and written communication skills

• Strong relationship management skills (stakeholder and vendor teams)

Salary Range

$95,000 - $115,000 annually.

Stanley is committed to a diverse and inclusive work environment. Stanley is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach recruiting@stanley1913.com.

The base pay range for this position is for a successful candidate within the state listed. The successful candidate's actual pay will be based on multiple factors, such as work location, job-related knowledge, skills, qualifications, and experience. Stanley is a total rewards company, which includes rewards beyond base salary. At Stanley, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, 14-Paid holidays, dental, vision, 401(k), and much more.

About HAVI

HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. Whether we are sourcing, storing or delivering products, we bring unmatched category expertise and unrivaled operational excellence, combined with powerful digital analytics and insights. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI's business units include Supply Chain, tms and Stanley. Our portfolio of businesses offers best-in-class sourcing and supply chain capabilities, brand defining marketing and promotion services and innovative consumer products. For more information, please visit HAVI.com, tmsw.com and stanley1913.com.[MH2]