Global ITSM Manager
Phibro Animal Health
August 24, 2026
On-site
Teaneck, NJ
IT
Position Details
The Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high-quality IT support across regions and time zones. Manages Service Desk staff in the United States, Brazil, and Israel, and provides dotted-line operational support and coordination to Site IT teams at manufacturing facilities. Global focus on standardization, service quality, performance management, and customer experience.
Key Responsibilities
Global Service Desk Leadership
- Lead and manage global Service Desk teams
- Establish and maintain a “One Tool, One Team” global service desk model
ITSM & ServiceNow Ownership
- Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
- Act as the global process owner for ITSM
Performance Management & Continuous Improvement
- Own and manage global Service Desk KPIs
- Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks
Manufacturing & Site IT Integration
- Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities
- Define clear engagement and escalation models
Stakeholder Engagement
- Own Service Desk processes, SOPs, and operational discipline
- Partner on incident response, change management, and service improvements
- Communicate Service Desk performance, risks, and improvement plans to IT and business leadership
Qualifications & Skills
- Ability to manage several complex projects simultaneously under pressure
- Execute projects and long-range goals as directed
- Strong time management; handle multiple priorities
- Strong planning ability
- Strong computer skills and project management experience
- Effective public speaking; strong written and verbal communication
- Strong interpersonal, problem-solving, and team leadership/conflict resolution skills
- Proven ability to work in teams; recruit, lead, train, delegate
- Bachelor’s degree in IT, Computer Science, or Business Administration (strong IT/Operations background)
- 15+ years IT industry experience
- 5+ years managing distributed, multi-country teams
- Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms
- ServiceNow certifications (CSA, ITSM, or equivalent) preferred
Benefits
- To learn more about Phibro Animal Health’s competitive benefits package, please click here: Phibro Benefits
The Global Service Desk Manager is accountable for leading a single, integrated global service desk organization, delivering consistent, high-quality IT support across regions and time zones. Manages Service Desk staff in the United States, Brazil, and Israel, and provides dotted-line operational support and coordination to Site IT teams at manufacturing facilities. Global focus on standardization, service quality, performance management, and customer experience.
Key Responsibilities
Global Service Desk Leadership
- Lead and manage global Service Desk teams
- Establish and maintain a “One Tool, One Team” global service desk model
ITSM & ServiceNow Ownership
- Own the implementation and ongoing evolution of ServiceNow as the enterprise ITSM platform
- Act as the global process owner for ITSM
Performance Management & Continuous Improvement
- Own and manage global Service Desk KPIs
- Use ServiceNow dashboards and analytics to proactively manage performance, trends, and risks
Manufacturing & Site IT Integration
- Provide dotted-line operational support and coordination to Site IT teams at manufacturing facilities
- Define clear engagement and escalation models
Stakeholder Engagement
- Own Service Desk processes, SOPs, and operational discipline
- Partner on incident response, change management, and service improvements
- Communicate Service Desk performance, risks, and improvement plans to IT and business leadership
Qualifications & Skills
- Ability to manage several complex projects simultaneously under pressure
- Execute projects and long-range goals as directed
- Strong time management; handle multiple priorities
- Strong planning ability
- Strong computer skills and project management experience
- Effective public speaking; strong written and verbal communication
- Strong interpersonal, problem-solving, and team leadership/conflict resolution skills
- Proven ability to work in teams; recruit, lead, train, delegate
- Bachelor’s degree in IT, Computer Science, or Business Administration (strong IT/Operations background)
- 15+ years IT industry experience
- 5+ years managing distributed, multi-country teams
- Proven experience leading ServiceNow implementations and/or administering enterprise ITSM platforms
- ServiceNow certifications (CSA, ITSM, or equivalent) preferred
Benefits
- To learn more about Phibro Animal Health’s competitive benefits package, please click here: Phibro Benefits