{"id":3911304,"url":"https://alion.io/job/cloudpso-global-service-desk-manager","title":"Global Service Desk Manager","company":{"id":3910648,"name":"CloudPSO","domain":"cloudpso.com","url":"https://alion.io/company/cloudpso","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-06T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T00:39:51Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"This is a remote position.\nAbout the role\nCloudPSO is hiring a Global Service Desk Manager to lead day-to-day IT support for clients across multiple time zones. You’ll manage a distributed team, own service delivery against client SLAs, and serve as the escalation point when issues need urgent attention or coordination across teams.\nThis role combines people management with hands-on service operations. You’ll coach team leads and analysts, improve how tickets are handled, and give clients a clear picture of service performance and what we’re doing to improve it.\nWhat you’ll do\n- Lead service desk team leads and analysts. Set performance expectations, coach the team, and support hiring, onboarding, and training.\n- Plan staffing and shift coverage to meet client support hours. Make sure open incidents and priority requests have a clear owner at every handoff.\n- Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests.\n- Coordinate major incidents with technical teams and vendors. Keep clients informed through resolution and follow up on corrective actions.\n- Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction. Turn recurring issues into specific improvement plans.\n- Lead client service reviews, explain performance trends, and follow through on agreed actions.\n- Maintain runbooks, escalation paths, and knowledge articles. Identify opportunities to automate repetitive work and improve self-service.\n- Partner with infrastructure, cloud, security, and application teams to bring new clients and services into support with clear ownership and procedures.\nWhat you’ll bring\n- 5+ years in IT service desk or technical support operations, including experience managing a team.\n- Experience running support across multiple shifts, locations, or client accounts.\n- A track record of managing SLAs, escalations, and major incidents in a client-facing environment.\n- Working knowledge of ITIL service management practices and experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise.\n- Enough technical depth to guide escalations involving Microsoft 365, identity and access, endpoints, networking, and cloud services.\n- Strong written and verbal communication skills, especially when explaining incidents, trade-offs, and next steps to clients and leadership.\nPreferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk.\nApply on the CloudPSO careers site: https://app.cloudpso.com/jobs/7?source=zoho","description_format":"text","description_chars":2666,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-11-07T07:27:49Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":32,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/cloudpso-global-service-desk-manager","json_url":"https://alion.io/job/cloudpso-global-service-desk-manager.json","meta":{"generated_at":"2026-11-09T03:10:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1042,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3910648},"rest":"https://alion.io/mcp/rest/get_company?id=3910648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloudpso-global-service-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloudpso-global-service-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloudpso-global-service-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloudpso-global-service-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloudpso-global-service-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3911304}},{"tool":"search_jobs","arguments":{"company":"cloudpso.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3911304},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}