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IT Service Desk Manager- Nights

Job ID:R220112
Location:Pleasant Prairie, Wisconsin

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

Develop your ideal IT career, crafting custom software solutions, at Uline. Bring your expertise to help manage our industry-leading 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

  • Manage the nightly operations on the 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 for IT system monitoring and notification for ITIL compliant Service Desk Management.

  • Review incident tickets for content, proper routing, first call resolution, problem detection, opportunities for first call resolution and timely closure.

  • Ensure all operational process and procedures are accurate, clearly documented and maintained.

  • Participate in the change management and disaster recovery processes.

  • Investigate and introduce process improvement measures and present recommendations for improvement.

  • Manage and communicate high severity issues through resolution, providing accurate and timely status reports to executive management.

Minimum Requirements                                        

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

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

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

  • ITIL Certification preferred.

  • Experience in managing high severity IT issues and outages.

  • Experience in utilizing ITIL compliant service desk tools, including ServiceNow.


  • Complete insurance coverage includes medical, dental, vision and more.

  • 401(k) with 5% 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

  • Best-in-class, clean, modern facilities.

  • First-class fitness center with complimentary personal trainers.

  • Over four miles of beautifully maintained walking trails.

About Uline

Uline is North America's leading distributor of shipping, industrial and packaging materials. We're a family-owned company known for incredible service, quality products and same-day shipping of our huge in-stock inventory. With over 8,000 employees across 12 locations, it's time you joined Uline.

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

EEO/AA Employer/Vet/Disabled


Our employees make the difference and we are committed to offering exceptional benefits and perks!  Explore to learn more!

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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.