Technical Support Leadership Role

Role Summary

The Service Desk Operations Manager is responsible for overseeing the full ownership and operational leadership of a global 24x7 service desk.

This position oversees all supervisors and frontline staff across multiple locations, ensuring high-quality, scalable, and user-centric support.

The Manager plays a key role in transforming the service desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through every interaction.

Reporting to a Director, this leader partners closely with peer managers to deliver a seamless end-to-end support experience.

The Manager is responsible 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 and operational leadership for the entire service desk function, covering global 24x7 support
• Manage and develop a team of supervisors and frontline agents, ensuring consistent service delivery and team engagement
• Define, monitor, and report on key performance indicators (SLAs, FCR, CSAT, backlog, aging, etc.) to drive accountability and improvement
• Ensure adherence to ticket handling, escalation, and documentation standards across all locations and shifts
• Serve as the escalation point for major incidents, high-impact tickets, or complex service disruptions
• Lead workforce planning, shift design, and staffing decisions to support demand and coverage models
• Drive the adoption and improvement of ITSM tooling and knowledge management practices
• Collaborate with peer managers and infrastructure teams to ensure smooth handoffs, knowledge sharing, and support alignment
• Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training
• Contribute to and help execute the vision of End User Services by aligning Service Desk efforts to broader support strategy
• Foster a culture of ownership, empathy, and relentless improvement by coaching leaders and embedding accountability at all levels
• Prepare and present performance updates, operational plans, and improvement initiatives to leadership

Required Skills & 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 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