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Manager Technology Services

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Lamb Weston

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

113930.00 - 170900.00 USD / Year
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Job Description:

Lead the charge in shaping Lamb Weston’s global IT experience. As the owner of IT Service Desk operations and IT Service Management (ITSM) processes, you’ll set the standard for service excellence across the enterprise. This role drives technology investment strategy and asset lifecycle management, aligning IT services with business priorities to enable innovation and efficiency. Ultimately, you’ll ensure every interaction delivers an outstanding customer experience for employees worldwide.

Job Responsibility:

  • Own and lead global IT Service Desk operations, ensuring exceptional customer service and timely resolution of incidents and requests
  • Manage and mentor Service Desk team members, both employees and contractors, fostering a culture of accountability and customer focus
  • Oversee major incident management, including escalation, communication, and resolution
  • Define and monitor KPIs and SLAs for Service Desk performance
  • report results to senior leadership
  • Manage the after-hours on-call process and ensure effective incident handling
  • participating in the leader role as needed
  • Maintain and improve documentation for Service Desk procedures including improving self-service capabilities
  • Collaborate with cross-functional teams to ensure the Service Desk is fully prepared for upcoming deployments
  • Serve as ITSM process owner for core processes (Incident, Problem, Change, Request, Knowledge), driving standardization and continuous improvement
  • Develop and implement strategies to enhance IT service delivery including more self-service capabilities
  • Manage the ITSM platform (e.g., ServiceNow), including workflows, automation, and knowledge base optimization
  • Conduct root cause analysis and post-incident reviews to improve process maturity
  • Partner with business units and IT teams to ensure effective communication and process adoption
  • Drive continuous improvement initiatives based on feedback, analytics, and industry best practices
  • Other duties as assigned

Requirements:

  • Bachelor's degree in Computer Science, Computer Information Systems, or a related field or equivalent experience
  • 8+ years in IT operations with at least 2+ years managing a Service Desk or ITSM processes
  • Strong knowledge of ITIL framework
  • ITIL certification preferred
  • Experience with ITSM tools (e.g., ServiceNow, Cherwell, Remedy)
  • Proven ability to lead teams and manage global service delivery
  • Experience mentoring and growing team members
  • Experience working with Sr Leadership
  • Experience defining and tracking KPIs, SLAs, and driving process improvements
  • Strong customer service orientation and problem-solving skills
What we offer:
  • Health Insurance Benefits - Medical, Dental, Vision
  • Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
  • Well-being programs including companywide events and a wellness incentive program
  • Paid Time Off
  • Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
  • Family-Friendly Employee events
  • Employee Assistance Program services – mental health and other concierge type services

Additional Information:

Job Posted:
January 06, 2026

Expiration:
March 06, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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