Service Desk Manager

At BWX Technologies, Inc. (NYSE: BWXT), we are People Strong, Innovation Driven. A U.S.-based company, BWXT is a Fortune 1000 and Defense News Top 100 manufacturing and engineering innovator that provides safe and effective nuclear solutions for global security, clean energy, environmental restoration, nuclear medicine and space exploration. With more than 7,800 employees, BWXT has 14 major operating sites in the U.S., Canada and the U.K. We are the sole manufacturer of naval nuclear reactors for U.S. submarines and aircraft carriers. Our company supplies precision manufactured components, services and fuel for the commercial nuclear power industry across four continents. Our joint ventures provide environmental restoration and operations management at a dozen U.S. Department of Energy and NASA facilities. BWXT’s technology is driving advances in medical radioisotope production in North America and microreactors for various defense and space applications. For more information, visit www.bwxt.com. Follow us on LinkedIn, X, Facebook and Instagram.

Welcome to BWXT
We believe in empowering our employees and cultivating a dynamic workplace that fosters growth and collaboration. Whether you’re an experienced professional or just starting your career, you'll find opportunities to challenge yourself, learn from seasoned experts, and contribute to nuclear innovation. We required a diverse range of skills to support our work in the markets that drive our business and welcome candidates from all backgrounds and life stages who are passionate about making a difference.

Position Overview:
The Service Desk Manager will be responsible for overseeing the service desk team and ensuring the effective management of all service desk processes. This role will involve direct management of staff, handling customer escalations, reporting on metrics, and owning the Ivanti IT Service Management (ITSM) tools. The Service Desk Manager will ensure high-quality service delivery and operational efficiency across the organization.

Location:

On-site in Barberton, Ohio

Your Day to Day as a Service Desk Manager:

• Directly manages and leads a team of service desk professionals, fostering a collaborative and customer-focused environment.
• Conducts regular performance evaluations, provide coaching and development opportunities, and support team members in achieving their professional goals.
• Ensures ongoing training and development for service desk staff to keep up with industry trends, technology, and best practices in IT service management.
• Oversees all service desk processes to ensure consistency and efficiency in service delivery.
• Develops and implements best practices for incident management, problem resolution, and service requests.
• Leads service improvement initiatives aimed at enhancing customer experience and service desk effectiveness.
• Serves as the primary point of contact for escalated customer issues, ensuring timely resolution and high customer satisfaction.
• Collaborates with cross-functional teams to address and resolve complex service desk challenges.
• Monitors, analyzes, and reports on key performance metrics to assess service desk performance and identify areas for improvement.
• Utilizes data to drive decisions and enhancements in service delivery.
• Manages and own the Ivanti ITSM tool, ensuring effective configuration and utilization to support service desk operations.
• Continuously evaluates and implements enhancements to the ITSM tool to align with evolving organizational needs.
• Collaborates with external vendors for the procurement of ITSM tools and other service desk-related products and services.
• Manages relationships with vendors, ensuring they meet required Service Level Agreements (SLAs).
• Participates in the change management process, ensuring that any changes to IT services are properly communicated and aligned with service desk operations.
• Acts as a point of escalation during critical incidents or outages, coordinating communications and responses to restore service quickly.
• Ensures that incidents are logged, tracked, and resolved in a timely manner according to agreed SLAs and facilitate root cause analysis for recurring incidents to minimize future disruptions.
• Develops and maintain strong relationships with key stakeholders across the organization, providing insights on service desk performance and areas for improvement.
• Gathers and analyze user feedback to improve service desk processes and enhance customer satisfaction.

Required Qualifications:

• Bachler’s Degree in Information Technology, Business, or related field.
• Proven experience in an IT support or service desk role, with a minimum of 8 years’ experience in IT service management.
• In lieu of a degree, 6 additional years of relevant experience may suffice.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices and ITSM processes.
• Experience with Ivanti ITSM or similar IT service management tools.
• Familiarity with ticketing systems, incident resolution procedures, and service desk metrics.
• Experience with organizational change management, including implementation of information technology integration projects.
• Demonstrated ability to lead, train, and mentor a team of service desk professionals.
• Experience in managing conflicts, escalations, and high-pressure situations effectively.
• Excellent verbal and written communication skills, with the ability to interact professionally with technical and non-technical stakeholders.
• Strong customer service orientation and ability to establish rapport with users at all levels.
• Experience in managing projects related to service desk initiatives or IT improvements.
• Ability to prioritize and manage multiple tasks and deadlines effectively.

• Must be a U.S. citizen. 
• Must be able to obtain and maintain a U.S. Department of Energy (DOE) clearance.

What We Offer:

• Competitive salary and benefits package, including health, dental, and retirement plans.
• Flexible work schedules and paid time off to promote a healthy work-life balance.
• Professional development opportunities, including mentorship programs and sponsorship for continuing education.
• An inclusive atmosphere that celebrates new perspectives and supports collaboration between different generations.
• The chance to be part of a mission-driven organization making a positive impact on the future of energy.
• Opportunities for continuous learning and training to grow throughout your career!

Pay: $99,000 - $157,000

The base salary range for this position in Ohio (US-OH) at the start of employment is expected to be between $99,000 and $157,000 per year. However, the base salary offered is based on local job market factors, and may vary further depending on factors specific to the selected job candidate, such as job-related knowledge, skills, experience, and other objective business considerations. Subject to these considerations, the total compensation package for this position may also include other elements, such as an annual cash incentive in addition to a full range of medical, retirement, and/or other benefits. Details of participation in these benefit plans will be provided at such time the selected job candidate receives an offer of employment. If hired, the selected job candidate will be employed 'at-will,’ unless employed at a location and in a position subject to a collective bargaining agreement.  The company further reserves the right to modify base salary (as well as any other discretionary payment, compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and other market factors.

As a federal government contractor, BWX Technologies, Inc. and any subsidiaries, affiliates and related entities (“BWXT” or the “Company”) complies with all federal, state, and local laws and customer requirements regarding health and safety protocols.  As such, all BWXT new hires will be required to adhere to applicable Company health and safety requirements within the workplace as a condition of employment.

Applicants selected will be subject to a Federal background investigation and must meet eligibility requirements for access to classified information or matter. Position requires U.S. citizenship with (no dual citizenship) ability to obtain and maintain a Department of Energy (DOE) security clearance which involves an extensive criminal and financial background investigation, drug test and previous employment reference verifications.

BWXT is committed to the concept of Equal Employment Opportunity. We have established procedures to ensure that all personnel actions such as recruitment, compensation, career development, benefits, company-sponsored training and social recreational programs are administered without regard to race, color, religion, sex, national origin, citizenship, age, disability, protected veteran or other protected status.

BWX Technologies, Inc. and its affiliates and subsidiaries (BWXT) is not responsible for and does not accept any liability for fees or other costs associated with resumes or candidates presented by recruiters or employment agencies, unless a binding, written recruitment agreement between BWXT and the recruiter or agency exists prior to the presentation of candidates or resumes to BWXT and includes the specific services, job openings, and fees to be paid (“Agreement”). BWXT may consider any candidate for whom a recruiter or agency has submitted an unsolicited resume and explicitly reserves the right to hire such candidate(s) without any financial obligation to the recruiter or agency unless an Agreement is in place prior to presentation and such Agreement explicitly encompasses the job opening for which such fees or costs are sought. An email, verbal or other informal contact with any person within BWXT will not create a binding agreement. Agencies or recruiters without an Agreement are directed not to contact any hiring managers of BWXT with recruiting inquiries or resumes. Recruiters and agencies interested in partnering with BWXT may contact BWXT’s Talent Acquisition team at talent_acquisition@bwxt.com.