IT Service Desk Manager - Nights

Corporate Headquarters

12575 Uline Drive, Pleasant Prairie, WI 53158

Develop your ideal IT career as the IT Service Desk Manager at Uline. We are looking for a manager for the nightly operation of our 24 / 7 IT Service Desk. Bring your expertise to help manage the 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.

Position Responsibilities

• Monitor IT production systems including identification, resolution and escalation to proper individuals.

• Implement and manage tools for IT system monitoring and notification for ITIL-compliant Service Desk Management.

• Manage high severity issues through resolution.

• 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 change management and disaster recovery.

Minimum Requirements

• Bachelor's degree in Information Technology, Computer Science or related field.

• 5+ years’ experience managing a multi-platform, multi-location 24 / 7 IT Service Desk.

• Strong incident and problem management skills including identification, resolution and escalation of system issues.

• Knowledge of ITIL compliant service desk tools, including ServiceNow.

Benefits

• Complete medical, dental, vision and life insurance coverage, Flexible Spending Accounts and wellness programs.

• 401(k) with 6% 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.

Employee Perks

• On-site café with executive chefs and seasonal dinner-to-go options.

• First-class fitness center with complimentary personal trainers.

• Over four miles of beautifully maintained walking trails.