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Global Service Desk Operations Lead

Date: Nov 18, 2021

Location: Nashville, TN, US, 37228

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation (NYSE: AOS) is at the center of the trend. We are a $3 billion company with over 140 years of history and more than 16,000 employees worldwide. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the global reach to serve customers worldwide. A.O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees. We care about our associates and have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build an amazing career at A. O. Smith.

This role is located in our modern Nashville IT office, located just minutes from downtown in Metro Center, with easy interstate access and free parking.

Primary Function

This role is responsible for the effective and efficient operational support of the third-party managed Service Desk services used to support IT business processes across the global organization. This individual will have a strong background of Service Desk and IT support plus have an excellent, service-oriented approach to IT operations. They are responsible for managing daily Service Desk operations while ensuring overall efficiency. They are expected to collect and analyze metrics, provide reports regularly to managers, and routinely assess the efficiency, effectiveness, and technical proficiency of the Service Desk.

This person is a ServiceNow evangelist focused with passion on driving the platform to be the hub for IT service delivery operations. As a member of the BTS Global Service Delivery team, this is a key contributing role executing the I&O strategy and ensures its alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success.


  1. Develop and champion the Service Desk strategy, roadmap, and vision in supporting the global IT service delivery goals and objectives
  2. Work with external Service Desk partner on improving process and service delivery
  3. Brainstorm, create and improve IT Service Desk performance based on best practices
  4. Coordinates Service Desk demand management and continual improvement
  5. Develops and reports IT metrics and service level objective improvements
  6. Assist with scoping and developing knowledge base articles and the Service Catalog
  7. Coordinate regular training sessions focused on improving ITSM process and tool adoption
  8. Assist and participate in gathering requirements, current state, and future state, including process mapping sessions
  9. Identify and implement process improvement opportunities that support organizational strategic vision and priorities
  10. Continually improve skillsets through continuing education and/or gaining certifications
  11. Other responsibilities may be assigned as necessary


  • Strong verbal/written communication and collaboration skills
  • Strong data analysis skills
  • ServiceNow ITSM experience
  • Lean and agile mindset
  • ITIL certified a plus
  • Experience working within a multi-cultural environment


Bachelor's Degree
Associate Degree in Information Technology Management or Related Field

Years of Experience

Minimum of 5 years related work experience

We Offer

Competitive base salary, bonus plan and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Nashville

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