Service Desk Manager
Core
Lead the transformation of a global IT Service Desk, driving AI-enabled service delivery, automation, and exceptional employee experiences.
Role type
Senior IC Service Desk Manager
Builds
Global IT Service Desk operations and AI-enabled ITSM transformation
Domain
Financial Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global Service Desk leadership, ITSM platform implementation, ITIL principles, automation strategy, team mentorship, stakeholder partnership
Preferred skills
AI-enabled service management, self-service solution design, enterprise support services
Technologies
Microsoft 365, Azure Entra ID, ServiceNow, Freshworks, HaloITSM, Jira Service Management
Responsibilities
Lead global Service Desk function, execute transformation roadmap, establish ITIL-aligned practices, develop and mentor high-performing team, partner with stakeholders to improve service performance
Seniority
Senior, hands-on IC