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IT Service Desk Manager

Job ID:3351BR
Location:Pleasant Prairie, Wisconsin

IT Service Desk Manager
Corporate Headquarters
12575 Uline Drive, Pleasant Prairie, WI 53158

Uncover your full potential in a collaborative environment where you'll design, develop and deliver custom solutions to big challenges. And you'll be doing it for a proven industry leader that runs one of the largest e-commerce sites in the U.S.

Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screening.

Position Responsibilities
  • Manage daily operations of Uline's 24/7 IT Service Desk.
  • Provide ongoing monitoring of IT production systems including identification, resolution, and escalation to proper individuals.
  • Perform implementation and system management of tools to provide adequate IT system monitoring.
  • Review incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
  • Ensure all operational processes and procedures are clearly documented and maintained.
  • Participate in change management and disaster recovery processes.
  • Manage and communicate high severity issues through resolution, providing accurate and timely status reports to management.

Minimum Requirements
  • Bachelor's degree with 10+ years' experience in managing 24/7 IT operations and help desk.
  • Experience in implementing and utilizing ITIL compliant service desk tools. ITIL Certification preferred.
  • Strong incident and problem management skills including identification and escalation of system issues.
  • Ability to manage high severity issues and facilitate meetings as needed.
  • Excellent verbal and written communication skills.

  • Complete insurance coverage that includes medical, dental, vision and life insurance, Flexible Spending Accounts and wellness programs.
  • 401(k) with 5% employer match.
  • Paid holidays and generous paid time off.
  • Bonus programs that include annual performance, sales goals and profit sharing.
  • Scholarship program for children of employees.

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.
  • Numerous employee appreciation events throughout the year.
  • Professional development classes and monthly in-house speakers.

About Uline

Uline is the leading distributor of shipping, industrial and packaging materials to businesses throughout North America. We're a family-owned company whose incredible service, huge inventory and quality products fuel our ongoing expansion and growth. We offer same-day shipping on over 37,500 products in our 812-page catalog and on our state-of-the-art e-commerce website.

Each resume submitted gets individually reviewed by our team and retained for 24 months in case a great opportunity opens for you to join our Uline family.

EEO/AA Employer/Vet/Disabled


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Uline challenges you to be your best. It pushes the limits of your potential and provides you with the tools you need to succeed, making it a great place to build your career.