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IT Service Desk Manager

Company: ULINE
Location: Milwaukee
Posted on: May 20, 2020

Job Description:

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 caf-- 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



Keywords: ULINE, Milwaukee , IT Service Desk Manager, IT / Software / Systems , Milwaukee, Wisconsin

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