Service Desk Manager

Join to apply for the Service Desk Manager role at FMC Corporation . FMC Corporation is a global leader in agricultural sciences, driven by our purpose: Innovation for Agriculture. We are passionate about the power of science to solve agriculture’s biggest challenges. With a diversified pipeline, FMC delivers cutting‑edge crop protection technologies—including Dodhylex active, Isoflex active, rimisoxafen, and fluindapyr—to help farmers increase productivity and resilience. Our employees are at the heart of this innovation and are encouraged to contribute from day one to a culture that values integrity, safety, respect, and results. Position Overview The IT Service Desk Manager is responsible for managing the day‑to‑day operations of the global IT Service Desk, ensuring high‑quality, efficient, and reliable support of business users across the enterprise. The incumbent will act as the liaison between internal IT professionals, SMEs, field IT services, the third‑party vendor and its agents, ensuring that service desk processes are followed and SLAs are met or exceeded. This critical role enhances user satisfaction and aligns the service desk with organizational and business needs while driving continuous improvement through emerging technologies. Responsibilities Service Desk Operations Manage the daily operations of the IT Service Desk, including incident, request, and problem management processes. Oversee ticket workflows to ensure proper severity and level assignment, and prompt resolution of issues in line with SLAs and organizational policies. Monitor and report on Service Desk performance metrics, identifying areas for improvement. Document and react to daily operation anomalies, including incident reporting, system failures, and security breaches. Vendor Management Serve as the primary point of contact for the third‑party vendor managing outsourced service desk functions. Ensure vendor adherence to SLAs, policies, standards, and contractual agreements. Conduct regular performance reviews with the vendor and address any performance gaps. Work closely with the vendor to continuously improve the Service Desk operation. Team Leadership & Development Provide leadership, coaching, and guidance to service desk staff to maintain a high‑performing team. Collaborate with the Service Desk provider to schedule, allocate resources, and distribute workload to meet support demand effectively. Foster a culture of accountability, collaboration, and continuous improvement. User Experience & Support Address customer complaints and escalations and report them to IT Management. Ensure a seamless and positive support experience for all end users. Act as an escalation point for complex issues, resolving them with a focus on user satisfaction and operational efficiency. Solicit feedback from users to identify and implement improvements in service delivery. Process Improvement & Innovation Evaluate current service desk tools, processes, and practices, recommending enhancements to improve efficiency and effectiveness. Develop and maintain documentation for service desk procedures, policies, and workflows. Review corporate IT services Standard Operating Procedures (SOPs) and recertify annually for accuracy. Drive automation and self‑service initiatives to reduce manual workloads and empower end users. Collaboration & Communication Work closely with Digital IT leadership and other Digital IT teams to align service desk operations with broader Digital and business goals. Ensure effective communication of planned outages, updates, and changes that impact end users. Collaborate on change management efforts to minimize disruption and enhance user adoption of new technologies. Education Bachelor’s degree in computer science or comparable technical curriculum required; MBA preferred. ITIL and HDI certifications preferred. Experience Minimum 8 to 10 years of experience in IT service desk management with at least 7 years in a leadership role. Experience managing and working with third‑party vendors or managed service providers is a must. Proficiency with IT infrastructure and networking, Windows 10/11 desktop support in a managed corporate environment, Office 365, and Active Directory/Entra ID identity management. Effective communication, presentation, analytical, and time‑management skills. Strong customer service, client support, and vendor management skills. Proficiency with service management tools (e.g., ServiceNow, Jira Service Management, or equivalent). Proven ability to analyze metrics, identify trends, and implement effective improvements. Experience with Service Desk migration(s) preferred. Strong knowledge of ITIL frameworks and best practices. FMC is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all individuals are treated with respect and dignity. Employment decisions at FMC are based on business needs, job requirements, and individual qualifications. We value diversity and strive to ensure that our hiring and employment practices support a discrimination‑free environment. #J-18808-Ljbffr