IT Service Desk Manager
Core
Lead and manage a global IT Service Desk team to ensure efficient service delivery, operational excellence, and strategic IT support for 300M+ learners and 12,000+ enterprise customers.
Role type
Senior IT Service Desk Manager (Strategic Leadership)
Builds
Global IT Service Desk operations, service management processes, and employee development programs
Domain
Enterprise IT Service Management (ITSM) / EdTech
Required skills
ITIL framework expertise, strategic planning, team leadership, change management, vendor relationship management, KPI monitoring (CSAT, TTR, SLAs), budget management, stakeholder communication
Preferred skills
Technical certifications (ITIL 4, PMP, Six Sigma), Mac OS/Windows troubleshooting, digital transformation initiatives
Technologies
Service management platforms, IT tools, Mac OS, Windows 10+
Responsibilities
Lead and mentor a geographically dispersed IT support team; streamline IT Service Desk operations and monitor KPIs; support strategic IT budget management; drive organizational change and digital transformation; oversee third-party vendor relationships; develop employee growth programs
Seniority
Senior, hands-on IC with strategic oversight
