Senior Manager of IT Service Desk & Field Services
Core
Lead global IT Service Desk and Field Services operations to deliver reliable IT support to employees across all regions.
Role type
Senior Manager, Global Service Desk & Field Services
Builds
IT support services and field operations for a global dermatology company
Domain
IT Operations / Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Management (ITIL), leading geographically distributed teams, vendor governance, incident management, process improvement, KPI monitoring
Preferred skills
ITIL certification (Intermediate, Expert, or Managing Professional)
Technologies
ITIL frameworks
Responsibilities
Lead and develop Global Service Desk and Field Services teams; oversee day-to-day operations ensuring SLA compliance; manage global field services including onsite support and device management; act as senior escalation point for major incidents; drive continuous improvement in support processes; monitor and report on service performance using KPIs; manage relationships with external service providers
Seniority
Senior, hands-on IC with leadership responsibilities
