Title Global Service Desk Team Lead  About the Organization Founded in 1989, Thorlabs seeks to accelerate the forward movement of scientific discovery and advancement! As a vertically integrated manufacturer of photonics components, instruments, and systems, our vast product portfolio includes over 20,000 items, ranging from optics and optomechanical positioning components to imaging systems, many of which are customer inspired. Photonics is the foremost technology driving innovation in science and engineering. As the number of technological innovations has grown, Thorlabs has extended its core competencies in an effort to play an ever increasing role serving the Photonics Industry at the research end, as well as the industrial, life science, medical, and defense segments. Headquartered in Newton, NJ, Thorlabs has grown to approximately 2300 employees with manufacturing and sales offices in the United States, Canada, United Kingdom, Germany, France, Sweden, Japan, China, and Brazil. As light-based technologies push into new markets, Thorlabs plans to enter early with the products and services required to ensure the ultimate success of our customers.   Category Information Technology   Location Corporate Headquarters - Newton, New Jersey   Full-Time/Part-Time Full-Time   Description Purpose of the Position The Global Service Desk Lead is responsible for managing, planning, coordinating, and monitoring of Service Desk functions, personnel, and software. Other duties include but are not limited to: Managing Service Desk system for tracking incidents, problems, change, assets, and knowledge base; addressing any issues; and making recommendations for improvement. The role will also be primarily responsible to implement a new ITSM tool set for all our information service support areas. The Service Desk global team supports all locations globally.   Essential Job Functions include the following, but are not limited to: Oversees the Service Desk function to ensure exceptional end-user service Works collaboratively with peers across all departments to effectively manage the Service Desk operation Works closely with Global IT Manager to establish clear goals and metrics that the IT Service Desk will focus on. Provides support in all areas of provisioning, installation/configuration, operation, and maintenance of IT end-user systems hardware and software and related services Ensures timely completion of incidents/requests and maintains departmental analytics for continued improvement Serves as an escalation point for end-user issues Manages Service Desk team staffing, including recruitment, supervision, scheduling, development, and evaluation Establishes and maintains regular written and in-person communications with the Global IT Manager, the Group Management, and end users regarding support activities Provides oversight for the ITSM tools that include incident tracking system, event monitoring, problems, assets and knowledge base, addressing any issues and providing recommendations for improvements. Ensures Service Desk Tickets are updated in a timely manner. Responsible for the creation and maintenance of the knowledge base. Builds the relationship, trust, and facilitates communication framework with end-users, business departments and vendors. Develops/defines and implements Service Level Agreement (SLAs), Key Performance Indicators (KPIs), and ad hoc reports for the Service Desk and gathers and records applicable data and manages toward Service Desk KPIs and SLAs Facilitates and fosters end-user feedback to improve the performance of the Service Desk. Develops and regularly publishes analytics to measure Service Desk productivity and end-user satisfaction. Creates documentation concerning systems and procedures. Must be a champion for pushing standards, procedures, policies, and best practices. Ensures adherence to defined policies and provides support for both internal and external compliance audits. Designs, documents, trains, and supports new procedures focusing on increased efficiency. Drives and instills continuous improvement discipline within IT and in the business. Strives to identify opportunities to innovate and reduce the overall cost to serve and operate new solutions. Researches and recommends innovative, and where possible, automated approaches for administration tasks. Researches and evaluates new IT technology trends and applicability of software/hardware solutions. Makes recommendations regarding hardware and software acquisitions. Implements IT system landscape changes in accordance with the change management policy. Manages vendor relationships and provides recommendations regarding vendors. Other duties, as assigned. The Company retains the right to change or assign other duties to this position.   Qualifications 8+ years of operational experience in IT client/end-user support and in IT Infrastructure. 3+ years of IT Service Desk management experience. Experience with ITSM best practices and ITIL standards; ITIL Foundations certification v3 or v4 required Deep understanding of supporting these technologies; Microsoft Enterprise Platform products, e.g., Microsoft server operating systems, Active Directory, SQL, Enterprise Office 365, Azure, OneDrive, SharePoint, and Teams. Experience in both the implementation and support of ITSM tools (e.g., Cherwell, ServiceNow, HaloITSM, etc.) General IT Networking, Server/Storage Operations, and application support. IP phone system – MS Teams Mobile Device Management – EPM-Intune preferable End-user-focused, with an ability to understand and manage end-user expectations. Demonstrated management and decision-making skills concerning Information Technology policies, processes, and procedures. Experience in making SLA’s, KPI’s, and reports for metrics to make data-driven decisions. Very strong verbal and written communication skills, including ability to communicate and collaborate effectively with diverse groups of people. Understanding of overall business and IT strategy and ability to develop solutions with management at all levels. Ability to build rapport and trust with end-users and internal stakeholders on all technical levels. Strong organizational and time management skills with the ability to manage multiple tasks and projects in a high-pressure environment. Ability to troubleshoot and support/drive issues to resolution, root cause analysis with strong analytical/problem solving abilities. Project Management experience concerning medium complexity projects from planning to completion. Track record of completing tasks and/or project within budget and on schedule. Extensive experience working in a team-oriented, collaborative environment. Experience in a remote IT environment and in managing remote team members. Value based people management including “leading by example”. Ability and willingness to integrate, cooperate and succeed in a multi-national group (i.e., traveling abroad, understanding corporate needs, co-operating, and communicating with colleagues from overseas). Self-driven and highly passionate about providing excellent service. Efficient and resilient working style (e.g., priority setting, willingness to work in peak situations, absorbing pressure). Drive for excellence in own work, learning, and cooperation with end-users/ colleagues/ employees.   Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.   Specialized Knowledge and Skills: Willing to support/work off hours and weekends and travel internationally. Willingness and ability to take initiative and the desire to continually take on additional responsibilities.   Direct Reports: Up to ~15 Direct Reports   Thorlabs values its diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://thorlabs.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found --

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