Service Desk Operations Leader

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 :

Preferred Qualifications :

Work Environment & Shift Expectations :