Global Service Desk Manager

Position Overview

The Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia. This role provides operational leadership for a 24x7, follow-the-sun Service Desk delivered through an outsourced support provider, with a strong emphasis on service quality, operational governance, and continuous improvement.

Essential Duties and Responsibilities

• Own day-to-day operations of a 24x7 global Service Desk, ensuring consistent, reliable support across all regions.
• Manage incidents, service requests, escalations, and major incidents within Jira Service Management; serve as the primary escalation point for critical and high-impact issues.
• Monitor and report on service performance against SLAs, KPIs, and customer satisfaction metrics.
• Lead governance of the outsourced Service Desk provider, including staffing, coverage, service quality, and contractual compliance.
• Cook regularly operational reviews with vendors, focusing on performance trends, risks, and continuous improvement actions.
• Coordinate closely with internal IT teams (Infrastructure, Security, Applications) to ensure seamless end-to-end support.
• Define, maintain, and continuously improve Service Desk processes aligned with ITIL best practices.
• Administer and optimize Jira Service Management, including workflows, automation, queues, and reporting.
• Drive improvements in first-contact resolution, backlog reduction, knowledge management, self-service, and automation.
• Provide clear, concise operational reporting to IT leadership and communicate service performance, risks, and improvement initiatives to business stakeholders.
• Support audits, compliance requirements, and internal IT governance processes.

Qualifications

• 8+ years of experience in IT support or service management.
• Prior experience managing a global or multi-region Service Desk.
• Hands-on experience with Jira Service Management.
• Proven experience managing outsourced or managed service providers.
• Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge).
• Strong communication skills and comfort operating in a structured corporate environment.