IT Manager - Managed Services

Company Overview Why Choose Us? Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs. Our Sustainability Commitment The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives. Job Description Position Summary The IT Manager – Managed Services is responsible for overseeing key IT service management functions, ensuring the delivery of high-quality support services, operational excellence, and continuous process improvement. This role serves as a critical liaison between business stakeholders, the Service Desk, and technical support teams to drive service performance, manage major incidents, support user lifecycle management, administer ServiceNow processes, and provide operational reporting and governance. The ideal candidate possesses strong IT service management experience, exceptional communication skills, and a passion for improving end-user experience through effective service delivery practices.

Ideal candidate would be based in Lake Forest, IL or Charlotte, NC. Key Responsibilities

Service Desk Operations Management

Oversee daily Service Desk operations to ensure efficient and effective support delivery. Monitor ticket queues and ensure ticket hygiene standards are maintained, including proper categorization, prioritization, documentation, and resolution tracking. Ensure Service Desk process changes, updates, and communications are effectively distributed and adopted. Monitor and report on Service Level Agreements (SLAs) to ensure compliance with established service targets. Review ticket misroutes and identify trends, providing recommendations for process improvements and training opportunities. Partner with support teams and stakeholders to drive continuous improvement initiatives and enhance service quality.

Major Incident Management

Serve as the primary coordinator for Major Incident Management activities. Lead and facilitate communication efforts during critical incidents, ensuring timely updates are provided to stakeholders and leadership. Partner closely with the Service Desk and technical support teams to coordinate incident response, escalation, and resolution activities. Maintain and manage distribution lists and communication channels required for major incident notifications. Ensure critical business applications and services receive appropriate attention and prioritization during incidents. Conduct post-incident reviews and drive corrective actions to reduce recurring incidents and improve service stability.

User Access Management (Onboarding & Offboarding)

Manage and oversee end-user onboarding and offboarding processes to ensure a seamless employee experience. Monitor onboarding metrics to ensure equipment provisioning, account creation, application access, and required tools are available prior to employee start dates. Collaborate with hiring managers, Human Resources, and IT teams to coordinate onboarding activities and improve service delivery. Analyze onboarding feedback and implement process improvements and best practices to enhance user satisfaction. Ensure timely and secure deprovisioning of accounts, systems access, and equipment during employee offboarding. Maintain compliance with organizational security policies and audit