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 requirements related to user access management.

 

ServiceNow Administration Support

• Assist in the administration and ongoing support of the ServiceNow platform.
• Develop expertise in ServiceNow configurations, workflows, assignment groups, service catalogs, and platform functionality.
• Support system enhancements, process improvements, and configuration updates.
• Partner with stakeholders to identify opportunities for automation and improved service management workflows.
• Maintain data integrity and governance standards within the platform.
• Identify broken/inefficient flows and log defects or enhancements.

 

KPI Reporting & Service Metrics

• Develop, maintain, and distribute weekly operational reporting and KPI dashboards.
• Report on assigned and unassigned incidents, service requests, tasks, onboarding activities, and offboarding activities.
• Analyze performance trends and provide actionable recommendations to improve operational effectiveness.
• Present service performance results to leadership and stakeholders.
• Ensure reporting accuracy and consistency across service management processes.

 

Software License Management

• Administer software licensing activities across supported applications and platforms.
• Provision, modify, and revoke software licenses based on business needs and user requirements.
• Conduct periodic license audits and identify inactive licenses for reclamation and cost optimization.
• Deprovision licenses that have remained inactive for six months or longer in accordance with company policies.
• Support end-user account cleanup and ensure licensing compliance across the organization.
• Collaborate with procurement and application owners to optimize software utilization and licensing costs.

 

Documentation & Knowledge Governance

• Maintain and update SOPs as processes evolve.
• Conduct quarterly or annual Knowledge Base reviews for article validity.
• Archive, revise, or rewrite outdated content to maintain quality standards.
• Document new procedures, flows, and platform updates.
• Support continuous improvement of documentation quality.

 

 

Qualifications

 

Required

• 3-5 years of experience in IT Service Management, Service Desk Operations, or Managed Services environments.
• Experience managing incident, request, and user access management processes.
• Working knowledge of ITIL principles and IT Service Management best practices.
• Experience utilizing ServiceNow or similar ITSM platforms.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience creating and presenting operational metrics and KPI reporting.

Preferred

• ITIL Foundation certification or willingness to obtain within 6 months.

 

Core Competencies

• Attention to Detail
• Analytical Thinking
• Customer Service Orientation
• Adaptability
• Collaboration

 

Performance Metrics

• SLA adherence
• Accuracy of task completion and platform updates
• Documentation and knowledge article quality
• Report/dashboard reliability
• Testing and patch validation execution
• Trend analysis and process improvement contributions
• Escalation quality and timeliness

Compensation:

A reasonable estimate of the current range is $165,000 - 175,000 + bonus + benefits. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. At Novolex, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

 

The benefits for this role include 401(k) plan with company match, comprehensive medical, dental, and vision insurance, flexible spending and health savings accounts, paid vacation, and sick days, paid parental leave, paid holidays and wellness program.

 

#LI-TM1

Company Benefits

What You'll Get From Us

Benefits

With safety as our top priority and a commitment to employee well-being an important focus, we offer comprehensive and competitive benefits that include medical, dental and vision insurance as well as a variety of other well-being resources focused on mental, physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

Community Engagement

At Novolex, giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

Training and Development

We offer constant opportunities for advancement. From skills development to advanced education programs, training and development programs and courses are available through MyLearning. Programs include company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization.

 

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law. Any individual who, because of his or her disability, needs an accommodation in connection with an aspect of the Company's application process should contact [email protected].

 

Formerly Pactiv Evergreen