Assistant Manager of Global Service Desk

About the Job

We are looking for a driven and experienced Assistant Manager – Global Service Desk to oversee day-to-day operations across a 24 / 7 support environment. This role plays a key part in delivering excellent service support to global users and maintaining performance, metrics, and process compliance in line with ITIL standards. You will be leading a team of service desk professionals, ensuring timely issue resolution and acting as a liaison for business-impacting initiatives.

Key Responsibilities

• Manage the daily operations of a 24 / 7 Global Service Desk, including teams across multiple geographies (phone, email, live chat).
• Monitor tickets, ensure SLA adherence, and manage escalations for timely incident resolution.
• Implement and enforce service delivery best practices aligned with ITIL principles.
• Develop, track, and analyze performance metrics and KPIs for continual service improvement.
• Schedule and allocate resources effectively across shifts, ensuring optimal team coverage.
• Conduct deep-dive analysis and root cause identification for recurring incidents.
• Provide regular reports on service desk performance (weekly, monthly, ad-hoc).
• Serve as a point of contact for all major service-impacting issues and initiatives.
• Coach and mentor service desk leads and agents through regular feedback and performance reviews.
• Collaborate with internal and external stakeholders to align service desk capabilities with business requirements.
• Drive continuous improvement projects and initiatives within the service desk function.

Required Qualifications

Preferred Skills & Attributes

Skills Required

It Service Management, Service Desk, Networking