Global Service Desk Manager - Remote
About the position Responsibilities • Lead a global team of service desk professionals, ensuring team performance exceeds SLAs and meets organizational expectations. • Develop and execute a comprehensive strategy for a global, unified service desk function with standardized processes across regions. • Collaborate with IT leadership to select and implement service desk tools that support process automation and ticketing. • Foster a customer-first culture across the service desk team, ensuring timely and professional support. • Develop and implement a comprehensive training program for service desk staff focused on technical expertise and soft skills. • Analyze data from service desk operations to identify trends and opportunities for process improvement. Requirements • Bachelor's degree in Information Technology, Computer Science, or related field. • 5-7 years of experience managing a global or regional service desk in a multi-site or global organization. • Proven track record of delivering measurable service improvements and managing service desk KPIs. • Strong background in IT Service Management (ITSM) principles and tools, with experience implementing ITIL-based frameworks. • Experience with service desk automation and knowledge management tools. Nice-to-haves • ITIL certification or similar ITSM certification preferred. Benefits • Company Holidays and Paid Time Off • Fun & Laughter Day Off • Medical, Dental & Vision Plan • Life insurance & Disability Plan • Wellness Program • 401K Matching Plan • Colleague Assistance Program • Tuition reimbursement • Competitive salary and compensation plan • Vehicle reimbursement plan • Corporate Social Responsibility Day Apply tot his job