Senior Service Delivery Professional

The Service Desk Manager is responsible for overseeing the full lifecycle of the global 24x7 Service Desk.

This role entails operational leadership and strategic direction to ensure high-quality, scalable, and user-centric support across multiple pods.

The Manager plays a key role in transforming the Service Desk into a proactive, outcome-driven support function that drives business productivity and minimizes disruption.

Reporting to the Director of End User Services & Solutions, this leader partners closely with peer Managers of Endpoint Support, Endpoint Engineering, and Service Excellence to deliver a seamless end-to-end support experience.

The Manager is accountable for service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission.

Key Responsibilities:

• Provide Strategic Leadership: Oversees the entire Service Desk function, covering global 24x7 support.
• Manage and Develop Teams: Manages and develops a team of Supervisors and frontline agents across pods, ensuring consistent service delivery and team engagement.
• Define Key Performance Indicators (KPIs): Defines, monitors, and reports on KPIs such as SLAs, FCR, CSAT, backlog, aging, etc. to drive accountability and improvement.
• Ensure Adherence to Standards: Ensures adherence to ticket handling, escalation, and documentation standards across all pods and shifts.
• Serve as Escalation Point: Serves as the escalation point for major incidents, high-impact tickets, or complex service disruptions.
• Lead Workforce Planning: Leads workforce planning, shift design, and staffing decisions to support demand and coverage models.
• Drive Tool Adoption: Drives the adoption and improvement of ITSM tooling and knowledge management practices.
• Collaborate with Peer Managers: Collaborates with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment.
• Partner with Service Excellence: Partners with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training.
• Contribute to Vision: Contributes to and helps execute the vision of End User Services & Solutions by aligning Service Desk efforts to broader support strategy.
• Foster Culture of Ownership: Fosters a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels.

Required Qualifications:

• 8+ years of progressive experience in IT support, with at least 3 years in a leadership role managing people managers or large-scale teams.
• Proven track record of leading service desk operations in a high-volume, multi-site or global environment.
• Deep understanding of ITSM principles, incident/request workflows, and performance management metrics.
• Demonstrated ability to build high-performing teams and mentor frontline leaders.
• Strong data and process orientation, with experience using reporting and analytics to drive service improvements.
• Excellent stakeholder engagement skills with the ability to influence across technical and non-technical teams.
• Effective communicator and collaborator with a user-first mindset and executive presence.

Preferred Qualifications:

• Experience with ITSM platforms and knowledge management frameworks.
• ITIL Foundation certification or higher-level ITIL training.
• Exposure to transformation efforts such as shift-left, automation, or tiered support models.
• Familiarity with remote support tools, Microsoft 365, Active Directory, and AV/conferencing platforms.
• Experience supporting professional services or distributed workforce environments.

Work Environment & Shift Expectations:

• Accountable for end-to-end Service Desk operations across geographies and time zones.
• Expected to serve as a visible leader, actively engaging with staff, escalating issues, and championing improvement efforts.
• Participates in firmwide initiatives, major incident coordination, and support planning activities.
• Sets and upholds the standards of excellence and service maturity across all Service Desk operations.