Global Service Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee service desk team leaders and analysts; establish performance expectations, mentor the team, and assist with hiring, onboarding, and training.

• Strategize staff allocation and shift coverage to align with client support hours.

• Ensure that open incidents and priority requests have designated ownership during each handoff.

• Manage ticket triage, prioritization, escalation, and follow-up for incidents and service requests.

• Collaborate with technical teams and vendors during major incidents.

• Keep clients updated throughout the resolution process and follow up on corrective measures.

• Monitor SLA compliance, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction.

• Transform recurring issues into targeted improvement strategies.

• Facilitate client service reviews, articulate performance trends, and ensure completion of agreed actions.

• Maintain updated runbooks, escalation procedures, and knowledge documentation.

• Identify chances to automate repetitive tasks and enhance self-service options.

• Collaborate with infrastructure, cloud, security, and application teams to onboard new clients and services into support with defined ownership and procedures.

⛳️ Requirements

• A minimum of 5 years in IT service desk or technical support operations, including team management experience.

• Experience in managing support across various shifts, locations, or client accounts.

• Proven ability to handle SLAs, escalations, and major incidents in a client-facing setting.

• Familiarity with ITIL service management principles.

• Experience using an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise.

• Technical proficiency in Microsoft 365, identity and access management, endpoints, networking, and cloud services.

• Excellent written and verbal communication skills.

• Preferred: Experience with a managed service provider, ITIL certification, and experience in onboarding new client accounts or enhancing a growing service desk.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health insurance and retirement plans.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Supportive team culture and work environment.