
IT Operations Leader
2 days ago
The Service Desk Manager oversees the operational leadership of a global Service Desk, ensuring high-quality support.
Key Responsibilities:- Provide strategic and operational leadership for 24x7 support
- Develop and manage a team across pods, ensuring consistent service delivery
- Define key performance indicators to drive accountability and improvement
- Ensure ticket handling and escalation standards are met
- Serve as an escalation point for major incidents or complex disruptions
- Drive workforce planning and staffing decisions to support demand models
- Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and knowledge sharing
- Partner with stakeholders to identify process gaps and implement quality assurance practices
Required Skills and 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 environment
- Deep understanding of ITSM principles, incident/request workflows, and performance management metrics
- 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
- Accountable for end-to-end Service Desk operations across geographies and time zones
- Expected to serve as a visible leader, actively engaging with staff and championing improvement efforts
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