Global Service Desk Manager

About the role

The Global Service Desk Manager leads service desk operations across North America, Latin America, EMEA, and APAC, transforming the Service Desk into a modern, omni-channel digital support function.

Responsibilities

• Lead regional Service Desk leaders and teams to deliver consistent, high-quality 24/7 support across the globe
• Drive operational excellence while balancing global standards with regional business needs
• Transform the Service Desk into a modern, omni-channel digital support function
• Advance shift-left strategies through self-service, knowledge-centered support, automation, virtual agents, and AI-enabled tools
• Use metrics, dashboards, and reporting to improve service performance, customer satisfaction, and operational decision-making
• Strengthen knowledge management practices to improve reuse, consistency, and resolution speed
• Partner with Technology Operations and key stakeholders to identify opportunities, solve problems, and implement sustainable improvements
• Ensure Service Desk operations align with security, compliance, and regulatory requirements across regions

Requirements

• Bachelor’s degree in IT, Business, Computer Science, or equivalent experience
• 8+ years of experience in IT service management or support operations, including leadership of global or multi-region teams
• Proven success leading Service Desk, IT support, or employee support operations in a complex enterprise environment
• Experience driving transformation and operational improvement initiatives
• Strong knowledge of ITIL, service management frameworks, and global operating models
• Experience with shift-left strategies, self-service, knowledge management, automation, and process improvement
• Hands-on experience with enterprise ITSM platforms, ideally ServiceNow
• Strong analytical and leadership skills, with the ability to influence stakeholders across functions and regions

Qualifications

• Bachelor’s degree in IT, Business, Computer Science, or equivalent experience
• 8+ years of experience in IT service management or support operations, including leadership of global or multi-region teams
• Proven success leading Service Desk, IT support, or employee support operations in a complex enterprise environment
• Experience driving transformation and operational improvement initiatives
• Strong knowledge of ITIL, service management frameworks, and global operating models
• Experience with shift-left strategies, self-service, knowledge management, automation, and process improvement
• Hands-on experience with enterprise ITSM platforms, ideally ServiceNow
• Strong analytical and leadership skills, with the ability to influence stakeholders across functions and regions

Skills

• ITIL certification
• Experience in shared services or enterprise service management environments
• Familiarity with AI-enabled support tools, workflow automation, and digital support initiatives
• ServiceNow or continuous improvement certifications

Benefits

• Company-wide bonuses and long-term incentives
• 100% company-paid pension benefit with fixed contributions
• Medical, dental, vision, paid parental leave, family building support, fitness, company-paid life insurance, disability, disease management programs, paid time off, and an Employee Assistance Program (EAP)
• Recognition program to celebrate successes and reward colleagues

Pay

$106,458.00 - $146,380.00 assuming full time status. Starting pay for the successful applicant is dependent on a variety of job-related factors, including but not limited to geographic location, market demands, experience, training, and education.

Schedule

Full-time