Senior Global IT Service Desk Manager

About the role

The Senior Global IT Service Desk Manager is responsible for leading and optimizing a 24/7 global IT service desk operation across multiple regions and time zones. This role drives service excellence, ensures SLA adherence, and champions continuous improvement initiatives to deliver an outstanding end-user experience for a global workforce. The ideal candidate brings deep ITSM process expertise, hands-on experience applying AI to service desk operations, strong people leadership, and a data-driven mindset. Key Responsibilities Service Delivery & Operations • Own end-to-end global service desk operations across all regions (Americas, EMEA, APAC), ensuring consistent, high-quality support delivery • Define, monitor, and enforce SLAs, OLAs, and KPIs (e.g., CSAT, FCR, MTTR, ticket deflection rates) • Oversee incident, problem, and request management processes aligned with industry best practices • Drive ticket queue management, workload balancing, and escalation protocols across geographies • Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues People & Team Leadership • Lead, mentor, and develop a geographically d