Why Tosca? Tosca is a global leader in reusable packaging and supply chain solutions. We're committed to innovation, sustainability, and creating efficient operations for our partners-and it all starts with our people. In this role, you'll have the chance to lead key IT operations across North America, influence our global IT standards, and make a direct impact on our internal user experience. What You'll Do As IT Service Delivery Manager, you will lead North American service desk operations and manage client computing platforms and devices. You'll be responsible for ensuring consistent service delivery, optimizing IT infrastructure performance, and improving the digital experience for Tosca employees. This is a hands-on leadership role where you'll drive performance while mentoring a team of service desk professionals. Key responsibilities include: * Managing end-user support and first-level service desk operations across North America. * Supporting the executive leadership team with escalated tech needs. * Establishing service delivery standards and KPIs aligned with ITIL best practices. * Overseeing lifecycle management of IT hardware and software assets. * Delivering training and documentation to improve end-user proficiency. * Leading vendor management and collaboration with global IT teams. * Partnering with cybersecurity and infrastructure teams to optimize end-user environments. What We're Looking For We're seeking a dynamic, hands-on IT leader with a customer-focused mindset and a track record of building high-performing teams. Requirements: * Bachelor's degree in a technical field (required) * 8+ years of IT experience, with at least 5 years in a management role * Proven expertise in ITIL-based service delivery and service desk operations * Strong working knowledge of: * Microsoft Intune Endpoint Management * Windows and Mac systems * Client computing technologies (laptops, phones, printers, collaboration tools) * Incident, request, and change management processes * Experience with vendor management and cross-functional collaboration * Excellent communication and leadership skills * PMP and/or ITIL certifications preferred * Experience with Power BI and advanced Excel a plus This is a fit for someone who is both strategic and tactical-able to set standards, lead a team, and jump in when needed to solve problems. Travel Up to 20% travel may be required to support team and infrastructure needs across North America. Work Schedule This is a hybrid role based in our Midtown Atlanta office at Colony Square. Team members work onsite Tuesday through Thursday, with remote flexibility on Mondays and Fridays. Company-paid parking is provided. E-Verify Employer Tosca participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information, please visit the E-Verify website. Our Commitment to Equal Opportunity At Tosca, we believe in fostering a workplace where everyone is treated with respect and dignity. We are an equal opportunity employer, dedicated to creating an inclusive and equitable environment where all qualified applicants are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. Nearest Major Market: Atlanta Job Segment: Supply Chain Manager, Supply Chain, Change Management, Supply, Manager, Operations, Management