Service Desk Manager

Company Description Lumentis is a global designer and manufacturer of advanced automotive lighting solutions that enhance safety, visibility, and vehicle brand identity. With decades of experience, the company delivers headlamps, tail lamps, signal, and ambient lighting systems for leading automakers worldwide. Lumentis integrates optical engineering, electronics, and software to bring LED, adaptive, and dynamic lighting from concept to series production. The company offers a collaborative, technology-driven environment for professionals who want to shape the future of automotive lighting.LocationNovi, MichiganWork EnvironmentHybrid (in-office and remote); up to 25% travelReports ToSenior Manager– Infrastructure and Operations Overview of the RoleThe Service Desk Manager is the owner of the employee IT experience at Lumentis, responsible for managing the global service desk function and day-to-day end user support. This role will implement and optimize a modern service desk platform, drive service quality through KPIs and SLAs, and ensure that employees receive timely, effective, and friendly IT support. Key ResponsibilitiesLead the global IT service desk function, ensuring high quality support to employees across all regions and locations.Implement and manage a service desk platform (for example ServiceNow, Freshdesk, Ivanti Neurons, or similar), including workflows, knowledge base, and self-service capabilities.Define and monitor service performance through KPIs and SLAs; drive continuous improvement based on metrics and feedback.Oversee incident, request, and escalation processes, working closely with Infrastructure, Applications, and Security teams.Develop and maintain service desk procedures, runbooks, and knowledge articles to support efficient and consistent service delivery.Coach and develop service desk staff (internal and/or external), fostering a customer centric culture and clear ownership.Collaborate with HR, Facilities, and other corporate functions to support onboarding, offboarding, and other cross functional processes.Communicate planned maintenance, outages, and major incidents clearly and proactively to end users and stakeholders.Gather and analyze employee feedback to continuously improve the IT experience. Required QualificationsTypically requires 7+ years of experience in IT support or service desk roles, including prior service desk management experience.Demonstrated experience implementing, configuring, and managing IT service management tools (such as ServiceNow, Freshdesk, Ivanti Neurons, or similar).Strong knowledge of ITIL or equivalent IT service management best practices.Proven track record managing KPIs, SLAs, and service quality in a multi site or global environment.Experience leading and developing service desk or IT support teams.Excellent customer service orientation and communication skills, with the ability to interact effectively at all levels of the organization.Applicants must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout their employment. Desired SkillsExperience supporting end users in manufacturing or automotive environments.Familiarity with collaboration and endpoint platforms, including Office 365, Windows, mobile devices, and remote access tools.Experience working with outsourced or managed service providers in a support context.Ability to manage change and drive adoption of new tools and processes for end users.Knowledge of ITIL processes and best practicesEqual Opportunity EmployerWe are committed to building a diverse workforce and fostering an inclusive workplace where everyone feels respected, valued, and empowered to succeed. Employment decisions are based on qualifications, merit, and business needs. We prohibit discrimination and harassment of any kind and provide equal employment opportunities to all applicants and employees regardless of any characteristic protected by applicable federal, state, or local law.