IT Service Desk Manager en Forterra Careers

About the role

We are seeking an experienced and proactive IT Service Desk Manager to lead the day-to-day operations of our service desk and to own our IT asset, license, and vendor management processes. In this role, you will manage a small team, act as a key liaison with IT, Cybersecurity and other departments to ensure that internal users receive timely, secure, and professional support. 

What you'll do

• Lead, mentor, and manage the service desk team (3.25 FTE), ensuring coverage, quality, and continuous improvement. 

• Oversee service desk requests, ensure SLAs are met, and implement processes / automation to increase efficiency. 

• Serve as the primary point of escalation. 

• Identify metrics to ensure optimal Service Desk operations. 

• Identify and implement procedures and processing improvements related to IT service delivery and problem resolution. 

• Manage the lifecycle of IT assets (hardware, software), including procurement, inventory, deployment, tracking, maintenance, and disposal. 

• Manage vendor contracts, software licenses, renewals, and compliance. 

• Coordinate with cybersecurity / compliance teams to ensure alignment on ticketing, incident response, and reporting. 

• Track and report on service desk KPIs and recommend improvements. 

• Maintain and develop knowledge base / documentation for support tools, procedures, and user guides. 

• Collaborate closely with IT Infrastructure team and other departments to prioritize and resolve issues. 

Qualifications

• Bachelor's degree in computer science, information systems, or a related field or equivalent experience.  

• 2+ years managing a service desk/team, plus 4+ years hands-on IT support or services experience. 

Preferred Qualifications

• Demonstrated success leading teams, setting SLAs/metrics, and improving operations. 

• Solid understanding of end-user compute, ITSM practices, asset management, and vendor/license administration. 

• Strong judgment, stakeholder communication, and incident escalation skills. 

• Strong leadership, interpersonal and customer service skills and personal initiative. 

• Experience in a start-up or similar fast-paced environment 

• Strong understanding of Windows, Linux, Mac 

• Strong understanding of Microsoft 365 and Azure 

• Servant leadership and customer first mindset required 

• Strong hands-on execution and experience across a multitude of technologies and stakeholder groups 

• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences 

• Exceptional attention to detail and passion for operational excellence 

• Scripting in PowerShell or coding in .NET is a big plus. 

US Salary Range
 $140,000—$170,000

Location

On-Site in Clarksburg, MD
 

The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra’s overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including:

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.  
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption. 
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires. 
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.  

Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in accordance with local, state, and federal laws. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain. All qualified applications will receive equal consideration for employment.