IT Service Desk Manager

Belong. Believe. Be You. Belden.

Propel your career surrounded by a diverse team of innovative, goal-oriented individuals who are pursuing the next generation of connectivity solutions. At Belden, you'll participate in work that will challenge you and position you to excel. You'll collaborate with colleagues from around the world, gaining exposure to a broad base of expertise and perspectives.

Together, we'll continue on a journey of innovation, creating a connected world and paving the way for automation. Join us and let's build the future.

• Manage the daily operations of the IT service desk, ensuring timely and quality service delivery to internal and external customers. Own the incident management role for any major incidents or severity 1 or 2 tickets, as defined by ITIL.
• Be on call for emergencies 24/7.
• Supervise, coach, and develop a global team of IT service desk analysts, providing feedback and performance reviews.
• Monitor and report on service level agreements, key performance indicators, and relative team projects in Global IT Operations meetings.
• Implement and maintain IT service desk policies, procedures, and best practices, ensuring compliance with all Global IT standards.
• Analyze and report on IT service desk performance, trends, and issues, identifying areas for improvement and recommending solutions.
• Coordinate and collaborate with other IT teams and stakeholders to ensure alignment of IT service desk objectives and expectations in a global corporation.
• Manage the IT service desk budget, resources, inventory, and purchasing, ensuring cost-effectiveness and optimal utilization.
• Provide technical support and guidance to IT service desk staff and customers, escalating complex or urgent issues as needed.
• Stay updated on the latest IT trends, technologies, and best practices, and provide training and awareness to IT service desk staff and customers.
• Support Senior Leadership Team members at various events throughout the US as well as with any IT needs.
• Participate in any audit requirements, especially Sarbanes-Oxley (SOX).

What you will bring

• Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.
• At least 5 years of experience in IT service desk management, preferably in a large and complex IT environment.
• ITIL V3 or equivalent knowledge of IT service management frameworks and methodologies.
• Strong technical skills and knowledge of IT systems, Service Desk Management Software, CMDB, applications, and devices, including Windows, Office 365, Active Directory, VPN, network, and hardware.
• Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with diverse audiences and stakeholders.
• Strong leadership, management, and coaching skills, with the ability to motivate and develop a high-performing IT service desk team.
• Strong analytical, problem-solving, and decision-making skills, with the ability to troubleshoot and resolve complex IT issues.
• Strong organizational, planning, and time management skills, with the ability to prioritize and manage multiple tasks and projects.
• Strong attention to detail, quality, and accuracy, with the ability to adhere to IT standards and policies.
• Flexibility and adaptability, with the ability to work under pressure and handle changing demands and expectations.

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Let's Write the Next 100 Years Together.

Join a global community striving to improve connectivity and security. The work we're doing puts our people on the front lines of impacting lives and shaping the future. Propel your story of innovation by helping Belden write the next chapter in ours. Shape your future at Belden.

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These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.