IT Service Desk Sr. Manager

IT SERVICE DESK SR. MANAGER SOUTHFIELD, MICHIGAN –WORLD HEADQUARTERS

The IT Service Desk Senior Manager is responsible for overseeing the efficient delivery and management of second-level IT support services, with a focus on network, compute, and end-user environments. The role ensures incidents and problems are resolved promptly, their impact on business operations is minimized, and root causes are addressed to prevent recurrence. This position is critical to maintaining high service availability, quality, and stability across the enterprise. By managing vendor-delivered services under a Master Services Agreement (MSA), the Senior IT Manager helps safeguard IT operations and supports the organization's global business objectives.

The Role:

• Manage the daily operations of Level 2 Production Support delivered by third-party vendors under the MSA.
• Ensure incidents, tasks, and service requests are resolved within established SLAs.
• Coordinate with local and centralized IT teams to quickly resolve issues and reduce business disruption.
• Lead problem management initiatives, including root-cause analysis and implementation of permanent corrective actions.
• Conduct trend reviews of incidents and problems to identify recurring issues and recommend improvements.
• Collaborate with other IT service management functions to deliver a seamless, high-quality service experience.
• Maintain clear communication with stakeholders on service performance, risks, and continuous improvement initiatives.

Your Qualifications:

• Networking: Demonstrated expertise in enterprise networking, including configuration and management of switches, routers, firewalls, and supporting software and processes that ensure secure and reliable connectivity.
• Compute: Comprehensive experience in compute infrastructure, including deployment, administration, and optimization of servers and virtualization platforms.
• Demonstrated proficiency in managing and supporting enterprise end-user technologies, including endpoint configuration, lifecycle management, and troubleshooting across desktops, laptops, mobile devices, and collaboration tools, ensuring a secure, productive, and user-centric computing experience.
• Strong analytical and problem-solving skills with a focus on root-cause resolution and continuous improvement.
• Excellent communication and interpersonal skills, with proven ability to collaborate across teams and with vendors.
• Ability to work under pressure, manage multiple priorities, and deliver results in a global, fast-paced environment.
• Bachelor's Degree in Information Technology, Computer Science, or equivalent experience

• ITIL 4 Foundation
• Cisco CCNA
• ISC2 SSCP or Equivalent

Bonus If You Have:

• ITIL 4 Managing Professional
• Cisco CCNP
• Cisco CCIE
• ISC2 CISSP
• VMware Certified Professional
• Automation Tools

Lear Corporation is an Equal Opportunity Employer, committed to a diverse workplace. Applicants must submit their resume for consideration using our applicant tracking system. Due to the high volume of applications received, only candidates selected for interviews will be contacted. Candidates must be legally authorized to work in the United States without sponsorship. Unsolicited resumes from search firms or employment agencies, or similar, will not be paid a fee and will become the property of Lear Corporation.