Manager, IT Client Services

TTM Technologies, Inc. - Publicly Traded US Company, NASDAQ (TTMI) - Top-5 Global Printed Circuit Board Manufacturer

TTM Technologies, Inc. is a leading global manufacturer of technology products, including mission systems, radio frequency ("RF") components, RF microwave/microelectronic assemblies, and technologically advanced printed circuit boards ("PCB"s). TTM stands for time-to-market, representing how TTM's time-critical, one-stop design, engineering and manufacturing services enable customers to reduce the time required to develop new products and bring them to market.

Additional information can be found at www.ttm.com

The Service Desk Manager oversees and manages the day-to-day operations of the Tier I Client Services team, ensuring effective resolution of all incidents and service requests while maintaining customer satisfaction and meeting service level agreements (SLAs). This role is responsible for leading, training, and developing the Tier I team, administering and continuously improving the ServiceDesk Plus helpdesk platform, and implementing ITSM best practices across the organization.

The Service Desk Manager serves as the primary "face" of Client Services to the user population, engaging with both IT teams and end-users to address issues and escalations. They coordinate closely with the IT Director to identify, recommend, develop, implement, and support cost-effective technology solutions aligned with the organization's strategic vision. Some travel may be required for meetings with other Client Services Management to develop and implement standard operating procedures, policies, and ITSM best practices.

KEY RESPONSIBILITIES

ServiceDesk Plus Platform Administration (30%)
Helpdesk Operations & Configuration:
* Serve as the primary administrator of the ManageEngine ServiceDesk Plus helpdesk platform, managing configuration, maintenance, and ongoing improvements
* Design and create new request forms, templates, and workflows that address common user issues and streamline ticket routing
* Configure and maintain SLA policies, escalation rules, business rules, and automation within ServiceDesk Plus
* Develop and maintain a structured, standardized knowledge base for both service desk staff and end users within the platform
* Generate and distribute weekly, monthly, and yearly metrics and reports on staff performance, ticket volume, SLA compliance, and KPIs
* Monitor the helpdesk queue to ensure timely and effective resolution of all incidents, service requests, and customer inquiries
* Oversee proper ticket classification, prioritization, escalation, and closure across all Service Desk activities
* Identify gaps and failings in team performance through data analysis and implement corrective actions

Team Leadership & People Management (30%)
Tier I Team Oversight:
* Hire, train, mentor, and evaluate Client Services Tier I team members, managing performance, development, and work schedules
* Set clear expectations, goals, and performance standards aligned with departmental KPIs and SLA requirements
* Conduct regular one-on-one check-ins, performance reviews, and coaching sessions to support team growth and accountability
* Manage staffing schedules, on-call rotations, and workload distribution to ensure adequate coverage across all support hours
* Develop and deliver training programs and onboarding materials for new Tier I technicians
* Foster a collaborative, customer-focused team culture built on continuous improvement and knowledge sharing
* Participate in disciplinary processes and escalations related to team conduct or performance as needed

Service Delivery & Customer Satisfaction (20%)
Customer Service Excellence & Escalation Management:
* Serve as the escalation point for all complex, sensitive, or unresolved incidents and service requests within the Service Desk
* Ensure high levels of customer satisfaction by monitoring ticket quality, follow-up practices, and resolution outcomes
* Address and resolve customer complaints and escalations in a timely and professional manner
* Act as the "face" of Client Services to the user population, building trust and strong relationships with both IT teams and end-users
* Develop, implement, and enforce standard operating procedures, policies, and ITSM best practices (e.g., ITIL framework)
* Manage crisis situations involving complex technical hardware or software problems, coordinating appropriate resources for resolution
* Collaborate with other IT teams, stakeholders, and vendors to improve overall service delivery and end-user experience

IT Projects & Strategic Planning (10%)
Project Participation & Resource Management:
* Participate in the planning, development, and implementation of new IT projects and system implementations
* Plan and allocate Tier I resources to meet evolving operational needs and project demands
* Work with the IT Director to identify and recommend cost-effective technology solutions aligned with the organization's strategic goals
* Coordinate with other Client Services Management to develop and standardize processes and ITSM best practices across sites
* Travel to TTM Technologies sites as needed to support implementations, audits, or management initiatives

After-Hours & On-Call Support
* Oversee and manage the Tier I on-call rotation, ensuring adequate after-hours coverage for critical incidents
* Respond to and manage escalated critical incidents outside of normal business hours as needed
* Maintain availability for high-severity outages or situations that require managerial involvement

Documentation & Knowledge Management
* Maintain and continuously improve a standardized knowledge base within ServiceDesk Plus for staff and end users
* Ensure all SOPs, policies, escalation procedures, and team guidelines are documented and kept current
* Review and approve knowledge base articles created by Tier I technicians for accuracy and usefulness
* Produce and distribute regular performance reports and dashboards to IT leadership

REQUIRED QUALIFICATIONS
Education:
* Bachelor's degree in information technology, Computer Science, or related field required
* Equivalent relevant work experience considered in lieu of degree
* Professional certification in systems management and/or systems administration preferred (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft certifications)

Experience:
* Minimum 5-7 years of IT Help Desk or desktop support experience, with at least 3 years in a supervisory or team lead capacity
* Demonstrated experience managing IT systems and staff, including remote team management
* Experience with ITSM platforms required; ManageEngine ServiceDesk Plus experience strongly preferred
* Proven experience planning and executing technology projects and system implementations
* Experience managing multiple projects simultaneously in a fast-paced environment

RECOMMENDED TECHNICAL SKILLS
ITSM & Helpdesk Platforms:
* ManageEngine ServiceDesk Plus (administration, configuration, reporting)
* ManageEngine Suite (EndpointCentral, OpManager, or related tools)
* ITSM platforms (ServiceNow, Jira Service Management, or similar)
* ITIL framework and best practices

Operating Systems & Infrastructure:
* Microsoft Windows Server
* Active Directory administration and user management
* Microsoft Office 365 administration
* Backup software and data protection solutions
* Windows 10/11 desktop environment

Tools & Systems:
* Remote management and monitoring tools (Bomgar/BeyondTrust, Remote Desktop, TeamViewer)
* Endpoint security solutions (SentinelOne or similar antivirus/endpoint protection)
* Mobile Device Management (AirWatch or similar MDM)
* VoIP phone system administration
* Reporting and analytics tools for KPI and SLA tracking

REQUIRED SKILLS & COMPETENCIES
Leadership & Management Competencies:
* People Management: Proven ability to hire, train, coach, and develop IT support staff
* Team Leadership: Experience leading and motivating technical teams toward shared goals and SLA targets
* Project Management: Ability to plan, prioritize, and execute multiple concurrent projects and initiatives
* Decision-Making: Sound judgment in resolving escalated incidents, personnel matters, and operational challenges
* Strategic Thinking: Ability to align team operations with broader IT and organizational goals

Technical Competencies:
* ITSM Administration: Deep understanding of helpdesk platform configuration, automation, and optimization
* Troubleshooting: Ability to guide the team through systematic diagnosis and resolution of complex technical issues
* Documentation: Clear, accurate creation and maintenance of SOPs, knowledge base articles, and performance reports
* Technical Learning: Ability to quickly learn and adapt to new technologies, tools, and organizational systems

Interpersonal & Communication Competencies:
* Strong oral and written communication skills with the ability to convey technical concepts to non-technical audiences
* Strong customer service orientation with the ability to manage and resolve complex user complaints and escalations
* Ability to build effective working relationships across IT teams, business stakeholders, and vendors
* Demonstrated professionalism, patience, and empathy in high-pressure or crisis situations

ESSENTIAL FUNCTIONS
Daily Activities:
* Monitor the ServiceDesk Plus helpdesk queue and ensure tickets are properly triaged, assigned, and progressing toward resolution
* Review escalated tickets and provide guidance or direct intervention to resolve complex incidents
* Communicate with end-users and IT teams regarding open issues, status updates, and resolutions
* Coach and support Tier I technicians on ticket handling, customer communication, and technical troubleshooting
* Monitor SLA compliance and take corrective action on at-risk or breached tickets

Weekly Activities:
* Conduct team meetings and one-on-one check-ins with Tier I staff
* Review and analyze helpdesk metrics, KPI reports, and SLA performance data
* Review and approve new or updated knowledge base articles
* Collaborate with IT Director and other teams on ongoing projects and operational priorities
* Assess ServiceDesk Plus platform needs and implement configuration improvements

Ongoing Responsibilities:
* Stay current on ITSM best practices, ManageEngine ServiceDesk Plus updates, and relevant IT industry trends
* Continuously evaluate and improve service desk processes, workflows, and team performance
* Ensure all team policies, procedures, and escalation paths are documented and followed
* Support IT Director in strategic planning, budgeting, and resource allocation decisions

WORKING CONDITIONS, PHYSICAL REQUIREMENTS & SCHEDULE
Work Environment:
* Professional office environment with both desk-based and mobile/site-based work
* Fast-paced IT management environment requiring multitasking and prioritization
* Combination of remote team management and in-person site presence
* Occasional work in server rooms, equipment closets, or other facility locations
* Travel to TTM Technologies sites as needed

Physical Requirements:
* Sit for extended periods at a computer workstation (up to 6-8 hours daily)
* Use computer keyboard and mouse for extended periods
* View computer screens for extended periods
* Lift and carry equipment up to 50 lbs. unassisted on occasion
* Stand, walk, bend, stoop, and reach to access equipment as needed

Schedule & Availability:
* Standard Hours: Monday-Friday, 8:00 AM - 5:00 PM
* Flexibility: Occasional evening or weekend work for implementations, critical incidents, or project support
* On-Call: Available for escalated after-hours incidents as required
* Travel: Periodic travel to TTM Technologies sites on an as-needed basis

TTM offers a variety of health and well-being benefit programs. Benefit options include medical, dental, vision, 401K, Flexible Spending Account, Health Savings Account, accident benefits, life insurance, disability benefits, paid vacation & holidays. Benefits are available 1st of the month following date of hire.

Compensation for roles at TTM Technologies varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, TTM provides a reasonable range of compensation for roles that may be hired in New York, California and Colorado. For California-based roles, compensation ranges are based upon specific physical locations.

Export Statement:
Must comply with TTM Export Control Policies and Procedures and all applicable laws including ITAR, EAR and OFAC including but not limited to: a) being able to identify ITAR product on the manufacturing floor and understand that access to these products and related technical data is restricted to only US Citizens and US Permanent Residents; b) recognition ofForeign Person visitors by badge differentiation; c) understand and follow authorization procedures for bringing foreign visitors into facilities (VAL); d) understand the Export and ITAR requirements for shipments leaving the US; e) manage vendor approvals for ITAR manufacturing and services.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.