Manager, IT Service Desk

Position Summary

The IT Service Desk Manager is responsible for the full ownership and operational leadership of the firm’s 24x7 global Service Desk. This role oversees all Service Desk Supervisors and frontline staff across multiple pods, 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 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 responsible for service delivery performance, team development, tool and process adoption, and advancing the maturity of the Service Desk in alignment with our mission of smarter staffing, faster service, and better experience.

Core 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 across pods, 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 pods 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 (e.g., ServiceDesk Plus) 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 & Solutions 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 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 (ServiceDesk Plus, ServiceNow, etc.) 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