Formerra

Formerra

Global Service Desk Manager

Romeoville, IL

No sponsorshipDetected 5 days ago
JiraSupply ChainLeadershipCommunicationProblem Solving

About the role

  • Work Environment: - Physical & Social Setting: - Hybrid: A mix of office and remote work. - Work Conditions: choose from one of the following options: - Physical Demands: Ability to sit and use a computer for extended periods.
  • At the same time, employees may terminate their employment at any time and for any reason. - Equal Opportunity Employer.
  • We want to alert job applicants to the potential risk of recruitment scams and encourage caution when responding to unsolicited job postings or communications.

Responsibilities

  • Own day-to-day operations of a 24x7 global Service Desk, ensuring consistent, reliable support across all regions.
  • Manage incidents, service requests, escalations, and major incidents within Jira Service Management; serve as the primary escalation point for critical and high-impact issues.
  • Coordinate closely with internal IT teams (Infrastructure, Security, Applications) to ensure seamless end-to-end support.
  • Define, maintain, and continuously improve Service Desk processes aligned with ITIL best practices.
  • Administer and optimize Jira Service Management, including workflows, automation, queues, and reporting.
  • Drive improvements in first-contact resolution, backlog reduction, knowledge management, self-service, and automation.
  • Support audits, compliance requirements, and internal IT governance processes.
  • Unparalleled and highly specialized technical, processing, and design support
  • Regulatory-compliant material support and expertise

Requirements

  • 8+ years of experience in IT support or service management.
  • Hands‑on experience with Jira Service Management.
  • Proven experience managing outsourced or managed service providers.
  • Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge).
  • Legal authorization to work in the specified country is required.
  • Prior experience managing a global or multi‑region Service Desk.
  • Strong communication skills and comfort operating in a structured corporate environment.

Nice to have

  • ITIL Foundation or higher certification.
  • Experience supporting complex, enterprise IT environments.
  • Experience driving measurable service improvements through data and metrics.
  • Work Environment:
  • Physical & Social Setting:
  • Work Conditions: choose from one of the following options:
  • Physical Demands: Ability to sit and use a computer for extended periods.
  • Ability to lift up to 5 pounds.

Benefits

  • Lead governance of the outsourced Service Desk provider, including staffing, coverage, service quality, and contractual compliance.
  • Formerra is a preeminent distributor of engineered materials, connecting the world's leading polymer producers with thousands of OEMs and brand owners across healthcare, consumer, industrial, and mobility markets.
  • Problem-solving mindset, based on ingenuity and backed by a skilled and experienced commercial team that brings differentiated insights across markets including healthcare, consumer, industrial and mobility

Company info

  • Formerra is a preeminent distributor of engineered materials, connecting the world's leading polymer producers with thousands of OEMs and brand owners across healthcare, consumer, industrial, and mobility markets. Powered by technical and commercial expertise, it brings a distinctive combination of portfolio depth, supply chain strength, industry knowledge, service, leading ecommerce capabilities, and ingenuity. The experienced Formerra team helps customers across multiple industries to design, select, process, and develop products in new and better ways - driving improved performance, productivity, reliability, and sustainability. To learn more, visit www.formerra.com.
  • Formerra leads in the market with the following key capabilities:
  • Expansive material portfolio, including engineering thermoplastics and traditional polymers across leading material brands
  • Powered by technical and commercial expertise, it brings a distinctive combination of portfolio depth, supply chain strength, industry knowledge, service, leading ecommerce capabilities, and ingenuity.
  • The experienced Formerra team helps customers across multiple industries to design, select, process, and develop products in new and better ways - driving improved performance, productivity, reliability, and sustainability.
  • To learn more, visit www.formerra.com.
  • Integrated, long-standing relationships with leading, global suppliers
  • P osition Overview
  • The Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia.
  • This role provides operational leadership for a 24x7, follow-the-sun Service Desk delivered through an outsourced support provider, with a strong emphasis on service quality, operational governance, and continuous improvement.

Equal opportunity

  • Equal Opportunity Employer.

Visa & Work Authorization

  • We will not sponsor individuals for employment visas, now or in the future, for this job opening
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This listing is sourced directly from Formerra's careers page and normalized into a canonical job model.