Service Desk Manager

Service Desk Manager

With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advance composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and additive manufactured parts. We invite you to join the Hexcel team at various manufacturing sites, sales offices and R&T centers around the globe. Become a part of the "strength within."

Hexcel is currently seeking a Service Desk Manager for our Salt Lake City, UT, USA location.

The selected individual will be responsible for but not limited to the following obligations:

• Manage and Lead Service Desk Team: Oversee a team of service desk agents responsible for resolving incidents and providing exceptional customer support.
• Structured Service Delivery: Implement and maintain a structured approach to service delivery, ensuring consistent and efficient processes.
• AI and Automation: Leverage AI and automation technologies to reduce ticket volume and improve service efficiency.
• Metrics Tracking and Improvement: Monitor standard service desk metrics, analyze performance data, and drive continuous improvements.
• Incident Management: Ensure timely resolution of incidents, minimizing downtime and impact on business operations.
• Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem-solving.
• Training and Development: Provide ongoing training and development opportunities for service desk agents to enhance their skills and knowledge.
• Collaboration: Work closely with other IT teams and departments to ensure seamless service delivery and support.
• Manage the Global Service Desk Team to provide First Line Support, Incident Triage, and management of High Priority Incidents and 24x7 "follow the sun" coverage.

Qualifications:

• Experience: Minimum of 5 years of experience in a service desk or IT support role, with at least 2 years in a managerial position.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Technical Skills: Proficiency in service desk software, ITIL framework, and knowledge of AI and automation tools.
• Leadership Skills: Strong leadership and team management abilities.
• Analytical Skills: Excellent analytical and problem-solving skills.
• Communication Skills: Effective communication and interpersonal skills.
• Ability to work across multiple functional groups and create an understanding of changes impacting a given geography, role and/or process area.

Eligible candidates must be a U.S. citizen, U.S. national, person lawfully admitted for permanent residence, temporary resident under sections 210(a) or 245(A) of the Immigration and Nationality Act, person admitted in refugee status, or person granted asylum. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.

Hexcel is an Equal Opportunity Employer of Minorities/Females/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, status as a protected veteran, or any other protected class.