About Forterra
Forterra is a leading provider of autonomous systems for ground-based movement in the working world. Amongst some of the earliest innovators in the field of driverless technology, Forterra is focused on building systems that protect front-line soldiers and enable civilian workers in our industrial base. Forterra is the go-to provider of ground autonomy solutions for the U.S. Department of Defense, which harnesses the technology for asymmetric warfare in critical conditions.
About the role
We are seeking an experienced and proactive IT Service Desk Manager to lead the day-to-day operations of our service desk and to own our IT asset, license, and vendor management processes. In this role, you will manage a small team, act as a key liaison with IT, Cybersecurity and other departments to ensure that internal users receive timely, secure, and professional support.
What you'll do
- Lead, mentor, and manage the service desk team (3.25 FTE), ensuring coverage, quality, and continuous improvement.
- Oversee service desk requests, ensure SLAs are met, and implement processes / automation to increase efficiency.
- Serve as the primary point of escalation.
- Identify metrics to ensure optimal Service Desk operations.
- Identify and implement procedures and processing improvements related to IT service delivery and problem resolution.
- Manage the lifecycle of IT assets (hardware, software), including procurement, inventory, deployment, tracking, maintenance, and disposal.
- Manage vendor contracts, software licenses, renewals, and compliance.
- Coordinate with cybersecurity / compliance teams to ensure alignment on ticketing, incident response, and reporting.
- Track and report on service desk KPIs and recommend improvements.
- Maintain and develop knowledge base / documentation for support tools, procedures, and user guides.
- Collaborate closely with IT Infrastructure team and other departments to prioritize and resolve issues.
Qualifications
- Bachelor's degree in computer science, information systems, or a related field or equivalent experience.
- 2+ years managing a service desk/team, plus 4+ years hands-on IT support or services experience.
Preferred Qualifications
- Demonstrated success leading teams, setting SLAs/metrics, and improving operations.
- Solid understanding of end-user compute, ITSM practices, asset management, and vendor/license administration.
- Strong judgment, stakeholder communication, and incident escalation skills.
- Strong leadership, interpersonal and customer service skills and personal initiative.
- Experience in a start-up or similar fast-paced environment
- Strong understanding of Windows, Linux, Mac
- Strong understanding of Microsoft 365 and Azure
- Servant leadership and customer first mindset required
- Strong hands-on execution and experience across a multitude of technologies and stakeholder groups
- Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
- Exceptional attention to detail and passion for operational excellence
- Scripting in PowerShell or coding in .NET is a big plus.
US Salary Range
$140,000—$170,000
Location
On-Site in Clarksburg, MD
The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience, education, specialized training, critical expertise, training, and more. Equity in Forterra is included in most of our full-time, high-demand roles and is therefore considered part of Forterra’s overall compensation package. In addition to base salary and equity, Forterra offers competitive benefits for full-time employees including:
- Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
- Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
- Extremely generous company holiday calendar including a winter break in December.
- Competitive paid time off (PTO) offering 20 days accrued per year.
- A minimum of 7 weeks fully paid parental leave for birth/adoption.
- A $9k annual tuition reimbursement or professional development stipend.
- Fully stocked beverage refrigerators with all the Celsius your little heart desires.
- 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.
Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.
Forterra is an equal-opportunity employer, providing and promoting equal employment opportunity in accordance with local, state, and federal laws. Forterrans are unique, talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain. All qualified applications will receive equal consideration for employment.