Service Desk Manager

Job Summary

The Service Desk Manager is responsible for leading and continuously improving a 24x7, 365 Service Desk operation supporting a diverse, global employee population. The candidate will oversee a team of 10-15 Service Desk agents supporting users across multiple regions across the globe. This role ensures consistent, secure, and high-quality end-user support across regions while driving operational excellence, regulatory compliance, and service maturity. The successful candidate will balance people leadership, operational rigor, and customer experience, partnering closely with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable, and unique end-user support services.

Responsibilities

Service Desk Operations & Performance Management

· Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones

· Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction

· Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality

· Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations

· Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support

People Leadership & Team Development

· Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations

· Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity

· Manage workforce planning, scheduling, performance management, and career development

· Drive employee engagement and retention in a high-volume, customer-facing support environment

Customer Experience & Stakeholder Partnership

· Act as the primary escalation point for Service Desk-related issues and service disruptions

· Partner with senior IT and business leaders to understand user needs and improve service outcomes

· Champion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption

· Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders

Security, Compliance & Cross-Functional Collaboration

· Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability

· Ensure Service Desk processes support access controls, identity management, and compliance requirements

· Participate in audits, risk assessments, and incident response activities as required

Continuous Improvement & Service Maturity

· Drive ITIL-aligned best practices and standard operating procedures across the Service Desk

· Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution

· Mature knowledge management to enable consistent, scalable, and self-service-driven support

· Support service transitions for new technologies, tools, acquisitions, and organizational changes

Technology & Tooling

· Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams

· Leverage automation, workflow optimization, and analytics to modernize support delivery

· Ensure effective integration with endpoint management, asset management, and monitoring systems

Experience supporting both Windows and Mac platforms

Skills and Experience

Qualifications & Requirements

• Bilingual proficiency in English and Spanish, with at least C1-level proficiency in both languages and 90%+ proficiency in speaking and writing.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• ITIL Foundation certification or higher.
• 5-10 years of experience in enterprise IT support, including at least 3 years in a management or leadership role.

Technical Experience

Hands-on experience with:

• Windows OS and Apple macOS.
• Microsoft 365 applications.
• Active Directory, including basic user administration.
• ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Apple iOS and Android device troubleshooting.
• Networking fundamentals, including VPN, DNS, LAN/WAN.
• Endpoint security fundamentals.

Core Skills

• Strong customer service and problem-solving skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Ability to learn and adapt in a fast-paced IT environment.
• Strong collaboration skills within geographically dispersed teams.

Nice to Have

• Experience working in a shift-based or global IT support environment