Global IT Service Desk Manager

About the role

A global manufacturing and technology organization is seeking a Global IT Service Desk Manager to lead enterprise IT support operations across multiple locations worldwide. This role will oversee Service Desk performance, team development, service delivery, SLA management, and continuous improvement initiatives while supporting employees across North America, Europe, and Asia.

Responsibilities

• Lead and develop a high-performing IT Service Desk team
• Manage day-to-day service operations, ticket queues, escalations, and on-call coverage
• Drive SLA performance, customer satisfaction, and operational excellence
• Develop KPI reporting and analyze trends to improve service delivery
• Partner with Infrastructure, Security, Applications, HR, and business leaders
• Improve processes, documentation, automation, and self-service capabilities
• Support endpoint lifecycle management, hardware deployments, and enterprise support initiatives

Requirements

• Bachelor's degree or equivalent combination of technical training, experience, and IT leadership
• 10+ years of IT Help Desk/Service Desk experience
• 2+ years managing or supervising an IT support team
• Experience managing enterprise IT support operations
• Strong knowledge of Microsoft 365, Windows, Active Directory/Entra ID, and endpoint management
• Experience with ITSM platforms (ServiceDesk Plus preferred)
• Strong understanding of ITIL/service management best practices
• Exceptional leadership, communication, and problem-solving skills

Preferred Experience

• Manufacturing or industrial environments
• Global or multi-site Service Desk leadership
• ITIL, Microsoft, or CompTIA certifications
• Power BI, Microsoft Intune, SmartDeploy, and PowerShell

Benefits

• Company contributions toward medical, dental, and vision insurance premiums
• Tax-advantaged Health Savings Accounts (HSA) for medical expenses
• Flexible Spending Accounts (FSA) for dependent care expenses
• Company-paid contributions to 401(k), disability, and life insurance
• Complimentary personal financial planning support
• Paid vacation, sick leave, and holidays
• Access to an Employee Assistance Program (EAP)
• Flexible work and work-from-home options (role-dependent)
• Reimbursement programs for personal and professional growth