I.T. Digital Workplace & Service Desk Manager

Overview Are you a strategic, hands on IT leader passionate about delivering exceptional employee technology experiences? We are seeking an IT Digital Workplace Service Desk Manager to lead our global digital workplace and end user support organization. In this highly visible role, you will drive the performance and evolution of workplace technologies, including Microsoft 365, collaboration tools, and conferencing/AV, while overseeing worldwide Tier 1–2 service desk operations. The ideal candidate is a customer focused, data driven leader who combines strong ITSM discipline with a passion for automation, digital workplace adoption, and global team leadership, turning IT performance into measurable business impact. Responsibilities Digital Workplace & User Experience Own deployment, availability, and adoption of Microsoft 365, collaboration tools, and conference room AV. Partner with vendors and internal teams to deliver a consistent, secure, high quality user experience globally. Global Service Desk Leadership Lead a globally distributed Tier 1–2 service desk (insourced and outsourced). Standardize processes, knowledge, and operating models across regions and time zones. IT Service Management & Continuous Improvement Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge). Define and report on KPIs, SLAs, and SLOs; drive root cause elimination and ticket reduction. Automation & Next Gen Support Expand self service, automation, AI/virtual agents, and proactive support models. Deliver a future state Digital Service Desk strategy focused on scale, efficiency, and user satisfaction. Endpoint & Asset Management Oversee global endpoint and asset lifecycle (procurement through retirement). Govern imaging, patching, MDM, and compliance. People, Vendors & Governance Develop and lead high performing global teams. Manage service desk and endpoint vendors through clear performance metrics. Ensure alignment with security, audit, and regulatory standards. Qualifications Bachelor’s degree in IT or related field. 10+ years in ITSM or end user support, with 2+ years leading global teams. Experience with distributed and/or outsourced service models. Strong ITSM platform expertise (ServiceNow, SCSM, BMC, Jira, etc.). Hands on knowledge of endpoint/MDM tools (Intune, Jamf, Workspace ONE). Proven success driving automation, shift left, and measurable service improvement. Executive level communication skills and strong business acumen. ITIL certification preferred. How Success Is Measured CSAT, FCR, MTTR, SLA/SLO performance Ticket volume and self‑service adoption Endpoint delivery speed and asset accuracy Benefits & Perks – What’s In It For You* Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect: Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options. Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance. Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting. Paid Time-Off Benefits – Paid time off, stewardship and parental leave. Educational Assistance – Tuition reimbursement for job-related courses after six months of service. Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation. *Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status. About Hussmann For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success. For more information about Hussmann, please visit www.hussmann.com. Hussmann is a subsidiary of Panasonic USA. Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law. #LI-SM1 REQ-154483

Bachelor’s degree in IT or related field. 10+ years in ITSM or end user support, with 2+ years leading global teams. Experience with distributed and/or outsourced service models. Strong ITSM platform expertise (ServiceNow, SCSM, BMC, Jira, etc.). Hands on knowledge of endpoint/MDM tools (Intune, Jamf, Workspace ONE). Proven success driving automation, shift left, and measurable service improvement. Executive level communication skills and strong business acumen. ITIL certification preferred. How Success Is Measured CSAT, FCR, MTTR, SLA/SLO performance Ticket volume and self‑service adoption Endpoint delivery speed and asset accuracy Benefits & Perks – What’s In It For You* Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect: Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options. Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance. Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting. Paid Time-Off Benefits – Paid time off, stewardship and parental leave. Educational Assistance – Tuition reimbursement for job-related courses after six months of service. Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation. *Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status. About Hussmann For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success. For more information about Hussmann, please visit www.hussmann.com. Hussmann is a subsidiary of Panasonic USA. Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law. #LI-SM1

Digital Workplace & User Experience Own deployment, availability, and adoption of Microsoft 365, collaboration tools, and conference room AV. Partner with vendors and internal teams to deliver a consistent, secure, high quality user experience globally. Global Service Desk Leadership Lead a globally distributed Tier 1–2 service desk (insourced and outsourced). Standardize processes, knowledge, and operating models across regions and time zones. IT Service Management & Continuous Improvement Own ITIL aligned processes (Incident, Request, Problem, Change, Knowledge). Define and report on KPIs, SLAs, and SLOs; drive root cause elimination and ticket reduction. Automation & Next Gen Support Expand self service, automation, AI/virtual agents, and proactive support models. Deliver a future state Digital Service Desk strategy focused on scale, efficiency, and user satisfaction. Endpoint & Asset Management Oversee global endpoint and asset lifecycle (procurement through retirement). Govern imaging, patching, MDM, and compliance. People, Vendors & Governance Develop and lead high performing global teams. Manage service desk and endpoint vendors through clear performance metrics. Ensure alignment with security, audit, and regulatory standards.