Service Desk Manager

About the role

The Service Desk Manager leads a 24x7, follow‑the‑sun Service Desk that supports a global employee population. The role balances people leadership, operational rigor, and customer experience while partnering with IT, security, and business stakeholders to deliver reliable end‑user support.

Key responsibilities

• Lead day‑to‑day operations of a global Service Desk, ensuring coverage across multiple time zones.
• Monitor, analyze, and report on performance metrics such as ticket resolution times, SLA/OLA adherence, backlog, first‑contact resolution, and customer satisfaction.
• Identify trends and root causes, driving process improvements to enhance efficiency and service quality.
• Oversee incident, request, and knowledge management processes within the ITSM platform.
• Lead, mentor, and develop Service Desk leads, senior agents, and analysts across locations.
• Manage workforce planning, scheduling, performance management, and career development.
• Act as primary escalation point for Service Desk issues and service disruptions.
• Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards and regulatory compliance.
• Drive ITIL‑aligned best practices, reduce repeat incidents, and mature knowledge management.

Required profile

• Proven experience leading a global Service Desk team of 10‑15 agents.
• Strong ability to mentor, develop, and retain high‑performing support staff.
• Excellent stakeholder management skills, working closely with senior IT and business leaders.
• Solid understanding of regulatory compliance, security standards, and audit processes.
• Track record of driving operational excellence and continuous improvement.

Required skills

• Proficiency with IT Service Management (ITSM) platforms.
• Deep knowledge of ITIL framework and best practices.
• Experience with incident, request, and knowledge‑base management processes.