Senior Global IT Service Desk Manager

📋 Description

• Own end-to-end global service desk operations across Americas, EMEA, APAC.
• Define, monitor, and enforce SLAs, OLAs, and KPIs (CSAT, FCR, MTTR).
• Oversee incident, problem, and request management; drive queue management and escalation.
• Lead, mentor, and develop a distributed service desk team.
• Lead AI-powered tools adoption (virtual agents, AI triage, routing).
• Define multi-year roadmap for global service desk maturity with AI integration.

🎯 Requirements

• 8+ years IT service desk or IT support, with at least 4 years in a management/lead role.
• Demonstrated experience managing global or multi-site service desk teams.
• Strong ITSM knowledge across incident, problem, change, request, and knowledge.
• Hands-on experience deploying or managing AI tools in service desk context.
• Proficiency with Jira Service Management, Remedy, or equivalent.
• Experience defining and reporting on service desk KPIs and SLAs.

🎁 Benefits

• Inclusive, collaborative, customer-first culture.
• Global, distributed teams across regions.
• Opportunities to work with AI-driven tools and innovation.
• Career growth and development opportunities.
• Merit-based hiring and equal opportunity.