At Universal Display Corporation (Nasdaq: OLED) (UDC), we’re changing the way people see the world.

If you’re reading this on a smartphone, there’s a good chance UDC’s materials are producing the light and color shining from your screen right now. UDC’s OLED ingredients are key parts of stunning, energy-efficient displays used in everything from smartwatches to phones, tablets, laptops, monitors, TVs and automobiles. Virtually every OLED consumer electronics product around the world uses UDC’s phosphorescent OLED materials and technologies.

UDC is a publicly traded company and pioneer in the OLED industry. When you join our global team, you are embarking on a journey at the forefront of display technology and organic electronics that impacts the daily lives of people around the world. From engineers to chemists, Ph.D. scientists, technicians, lawyers and more, our UDC team is continuously advancing our field. With a focus on energy efficiency, UDC’s team is contributing to making a better, more sustainable planet. Please visit us at www.oled.com.

Job Summary

The Manager IT Service Desk is responsible for leading and managing the global IT support team, ensuring the delivery of high-quality technical support and customer service to all global clients. This role includes overseeing daily operational activities, ticket resolution processes, and ownership of performance. The IT Client Services Manager will coordinate with other IT professionals to resolve issues efficiently, implement technology solutions, and drive continuous service improvement to enhance overall client satisfaction.

Key Responsibilities

1. Client Relationship Management:

• Develop and maintain strong relationships with clients, understanding their IT needs and requirements.
• Serve as the primary point of contact for client concerns and escalations, ensuring timely resolution and clear communication.
• Regularly meet with clients to discuss service performance, gather feedback, and identify opportunities for improvement.
• Act as an advocate for clients within the IT organization to ensure their needs are prioritized.

2. Team Leadership and Management:

• Lead, mentor, and manage a team of IT support professionals.
• Oversee the daily operations of the IT support team, ensuring tasks are assigned appropriately and completed on time.
• Conduct regular performance reviews and provide coaching to enhance individual and team effectiveness.
• Foster a culture of accountability, continuous learning, and customer-centric service.

3. Service Delivery and Performance Management:

• Monitor and manage service delivery to ensure compliance with Service Level Agreements (SLAs) and other performance metrics.
• Define and track Key Performance Indicators (KPIs) to measure the effectiveness of IT support services.
• Ensure team adherence to IT Service Management (ITSM) best practices, optimizing service delivery and efficiency.
• Hold team members accountable for meeting ticket resolution timelines and performance expectations.
• Provide proactive recommendations for service improvements based on performance data and client feedback.

4. Daily Operational Oversight and Ticket Resolution Accountability:

• Oversee and manage the IT service desk’s daily operations, ensuring tickets are logged, prioritized, and resolved efficiently.
• Ensure clear ownership of incidents and service requests, with accountability assigned to specific team members.
• Implement and enforce escalation procedures to guarantee timely resolution of high-priority or complex issues.
• Perform regular audits of ticketing system data to assess resolution efficiency and service quality.
• Facilitate daily stand-up meetings or operational reviews to track ticket progress and address bottlenecks.

5. Technical Support and Issue Resolution:

• Provide high-level technical support and guidance to clients and internal staff as needed.
• Oversee the identification, troubleshooting, and resolution of complex IT issues.
• Collaborate with other IT teams and vendors to resolve critical incidents and implement permanent solutions.
• Establish and maintain a knowledge base for recurring issues, ensuring effective documentation and knowledge sharing.

6. Process Improvement and Innovation:

• Continuously assess and improve IT support processes and workflows to enhance efficiency and service quality.
• Implement best practices for ITSM and ensure alignment with industry standards such as ITIL.
• Stay updated with the latest technological trends and innovations, recommending and implementing new solutions to improve client services.
• Lead initiatives to automate and optimize support operations for better productivity and client satisfaction.

7. Reporting and Documentation:

• Prepare and present regular reports on service performance, client satisfaction, and team effectiveness.
• Maintain comprehensive documentation of client interactions, issues, and resolutions.
• Ensure all IT support processes, policies, and procedures are documented, reviewed, and updated regularly.
• Analyze service desk trends and report on areas for improvement to senior IT leadership.

Required Qualifications

Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 10 years of experience in IT support or service management, with at least 4 years in a supervisory or managerial role.
• Strong technical background with expertise in various IT systems, software, and technologies.
• Excellent communication, interpersonal, and customer service skills.
• Proven ability to manage and lead a global team effectively, with a focus on accountability and performance.
• Highly process oriented and data driven in service desk practices.
• Experience with IT service management frameworks (e.g., ITIL) is preferred.
• Strong problem-solving skills and the ability to handle complex technical issues.
• Ability to work under pressure, manage multiple tasks simultaneously, and adapt to changing priorities.