IT Service Desk Manager - CVG

Job Title: IT Service Desk ManagerLocation: Cincinnati Greater Northern Kentucky International Airport, Erlanger Kentucky

About FEAM:

FEAM is the MRO leader in aircraft line maintenance engineering in the U.S. FEAM leads the line maintenance industry with advanced aircraft repair capabilities, a wide line station network, and vast approvals for all current and next-generation aircraft including B787 and A350 aircraft.

FEAM places special emphasis on technical training, uncompromising quality controls, and continuous improvement principles. With these effective measures in place, FEAM delivers the best innovative technical services for all commercial aircraft operators.

The IT Service Desk Manager at FEAM Aero will play a crucial role in ensuring optimal IT support services at our facilities in CVG and support for 1,500 users across 30+ locations in the US.  This position is tasked with overseeing the IT Service Desk operations, focusing on delivering high-quality technical support, managing the service desk team, and ensuring user satisfaction.  A significant aspect of this role involves leading the implementation and migration to a new IT Service Management (ITSM) tool to enhance efficiency and service quality.

Responsibilities:

• Lead the IT Service Desk team, ensuring effective management of incidents and requests, and delivering high-quality technical support to users across multiple locations.
• Oversee the implementation and migration to a new ITSM tool, ensuring a smooth transition and minimal disruption to IT services.
• Develop and implement strategies for IT support that align with FEAM Aeros business objectives and operational requirements.
• Liaise with third-party Managed Service Providers to ensure seamless integration of external services with internal processes and maintain high-quality IT support standards.
• Manage and monitor IT service performance metrics, ensuring targets are met and identifying areas for improvement.
• Facilitate continuous training and development programs for the IT Service Desk team to enhance their skills and knowledge.
• Collaborate with IT and business stakeholders to understand their needs, ensuring the IT support services are aligned and responsive to those needs.
• Drive the adoption of best practices in IT service management, including ITIL frameworks, to enhance service delivery and user satisfaction.
• Ensure compliance with industry standards, security protocols, and company policies across all IT support activities.
• Manage vendor relationships for IT support tools and services, ensuring they meet  agreed service levels and contribute to the overall effectiveness of the IT Service Desk.
• Lead projects to automate and streamline IT support processes, improving efficiency and reducing manual efforts.
• Communicate effectively with all levels of the organization, providing updates on IT support initiatives, performance metrics, and project progress.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related – or equivalent experience.
• 10+ years of experience in IT support roles, with at least 3 years in a management position.
• Proven experience leading IT Service Desk operations and managing large-scale IT support projects.
• In-depth knowledge of IT Service Management (ITSM) tools and best practices, with direct experience in implementing and migrating ITSM platforms.
• Strong understanding of ITIL frameworks and their application in IT service delivery.
• Excellent  problem-solving skills, with the ability to quickly diagnose and resolve complex technical issues.
• Outstanding communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels.
• Experience in the aviation/aerospace industry is highly desirable, with an understanding of the unique challenges and requirements of IT support in this sector.
• Ability to manage and prioritize multiple projects and tasks, ensuring effective delivery within tight deadlines.
• Strong  leadership skills, with a proven track record of developing and motivating high-performing IT support teams.

The IT Service Desk Manager will be at the forefront of enhancing our IT support capabilities, ensuring our operations are supported by robust and efficient IT services. This is a pivotal role in our IT department, offering the opportunity to make a significant impact on our service delivery and the overall user experience across the organization.