Manager Service Desk

Manager Service Desk

Sonepar Management Group (SMG) supports our Sonepar brands (i.e. operating companies) in the US through a shared services model. These services include, but are not limited to: human resources, finance, digital enterprise, supply chain, vendor relations, marketing, legal, and communications. The SMG teams enable our brands to do business in their local regions while taking advantage of the scale and collective resources of a global enterprise. SMG fosters an inclusive and supportive culture. We offer leadership and development programs to help you reach your career goals. Our associates share in our collective achievements, and we firmly believe that Sonepar is "Powered by Difference." By driving technology and innovation, enabling paths to success, and caring about our people and their families, we have built a workplace where you can build a fulfilling career.

The Service Desk Manager is accountable for the performance, maturity, and continuous improvement of the IT Service Desk function. This role ensures a consistent, secure, and high‑quality end‑user support experience aligned with enterprise priorities, operational standards, and service management best practices. The Service Desk Manager provides leadership to Service Desk associates, sets operational priorities, manages escalations and major incidents, and serves as the primary interface between the Service Desk and other IT functions, including Application Support, Infrastructure, Identity & Access Management (IAM), and Information Security.

This is a hybrid position based in Hamilton, NJ with up to 20% travel requirements.

Responsibilities

• Accountable for day‑to‑day Service Desk operations and service delivery outcomes across incidents and service requests.
• Ensure adherence to standardized processes, procedures, and escalation models to support enterprise consistency and service quality.
• Ensure operational readiness to support business‑critical activities, including system go‑lives, peak business periods, and major incident events.
• Oversee ticket intake, prioritization, routing, resolution, and closure across all support tiers.
• Act as escalation point for complex or high‑impact issues, ensuring timely resolution and effective communication.

People Leadership & Capability Development

• Lead, coach, and develop Service Desk associates to build a customer‑focused, accountable, and performance‑driven team.
• Establish staffing models, schedules, and coverage plans aligned to service demand and SLA commitments.
• Conduct performance management activities including goal setting, coaching conversations, and formal reviews.
• Promote knowledge management, cross‑training, and skill development to strengthen team capability and resilience.

Service Governance, Compliance & Continuous Improvement

• Ensure alignment with IT Service Management frameworks and Sonepar IT standards.
• Maintain accurate documentation of incidents, solutions, and procedures within the Service Desk platform.
• Ensure compliance with internal controls, audit requirements, and security policies.
• Monitor service trends, performance metrics, and customer feedback to identify improvement opportunities.
• Partner with IT stakeholders to drive service quality improvements, process optimization, and operational efficiencies.

Scope and Impact

• Functional Scope: Enterprise Service Desk operations supporting multi‑location users and business units.
• People Leadership: Direct leadership of Service Desk associates.
• Decision Making: Operational decisions related to incident prioritization, resource allocation, escalation management, and service improvement initiatives.
• Stakeholder Interaction: Regular interaction with IT leadership, business partners, and end users.

Knowledge, Skills & Competencies

• Strong understanding of IT Service Desk operations, incident management, and escalation processes.
• Demonstrated people leadership capabilities, including coaching, development, and performance management.
• Ability to balance operational execution with continuous improvement initiatives.
• Strong communication and stakeholder management skills across technical and non‑technical audiences.
• Experience operating within enterprise‑scale IT environments.
• Working knowledge of IT Service Management frameworks and industry best practices.Proven ability to improve service quality, customer satisfaction, and operational outcomes.

Required Qualifications

• Proven experience leading or managing an IT Service Desk or end‑user support organization.
• Experience partnering with Application Support, Infrastructure, IAM, and Information Security teams.
• Demonstrated success driving service quality improvements and meeting service level objectives

Education & Certifications

Bachelor's degree preferred.

Certifications: CompTIA A+ preferred; ITIL certification preferred.

What We Offer You

We offer great family-friendly benefits to full-time associates:

• Healthcare plans
• Dental & vision
• Paid time off
• Paid parental leave
• 401(k) retirement savings with company match
• Professional and personal development programs

• Opportunity to become a shareholder
• Employer-paid short- and long-term disability
• Employer-paid life insurance for spouse and dependents
• Robust wellness program
• Gym reimbursement
• Employee Assistance Program (EAP)

We're proud to be a military-friendly company, and our many employee resource groups (ERGs) help you make connections and feel supported.

Equal Employment Opportunity Statement

Sonepar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, order of protection status, protected veteran or military status, or any other categories protected by federal, state or local law.

Sonepar and our family of brands are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please call 843-745-2420 or email recruiting@sonepar-us.com.