IT Service Desk Manager
Core
Lead and optimize global IT support operations for a multinational organization, overseeing a distributed team to ensure high-quality service delivery and operational excellence.
Role type
Senior IT Service Desk Manager
Builds
Global IT Service Desk operations and support processes
Domain
IT Service Management (ITSM)
Required skills
ITIL frameworks, ITSM principles, Service Desk as a Service, KPI monitoring (CSAT, TTR, SLAs), organizational change management, vendor management, IT asset management, macOS/Windows troubleshooting, ITSM platforms, leadership of distributed teams
Preferred skills
ITIL 4, CompTIA ITOps, HDI CHDM, COBIT, PMP, Six Sigma
Technologies
macOS, Windows 10+, ITSM platforms
Responsibilities
Lead and mentor a geographically distributed team of IT support professionals; Oversee global IT Service Desk operations and ensure consistent service quality; Develop and improve service management processes for incident and request management; Monitor and manage KPIs including CSAT, TTR, SLAs, and backlogs; Drive strategic initiatives for process optimization, automation, and digital transformation; Manage relationships with third-party vendors and service providers; Oversee hardware and software asset management activities; Develop and implement employee training and professional development programs; Conduct performance reviews and establish career development paths.
Seniority
Senior, hands-on IC with management responsibilities