Global Service Desk Manager

Department: Enabling : IT

Employment Type: Permanent - Full Time

Location: India

Description

The Global Service Desk Lead is responsible for the ownership, operation, and continuous improvement of the company’s Global Service Desk, providing Level 1 (L1) support to 1,500+ end users across multiple regions. 

This role leads a remote, globally distributed Service Desk, acting as the primary intake point for all IT support requests. The Service Desk Lead ensures consistent service delivery, effective triage, and timely escalation to Level 2 (L2) and specialist teams, in an environment where no on-premise or regional IT support exists. 

The role is both operational and strategic, combining day-to-day Service Desk leadership with longer-term ITSM maturity, automation, self-service adoption, and the transition toward an enterprise-class Service Desk model. 

Scope of Work 

The Global Service Desk Lead will collaborate across IT and the wider business to: 

• Own and operate the Global Service Desk supporting 1,500+ users across all regions 
• Lead and coordinate Global IT Engineers providing L1 support 
• Act as the single front door for IT support, ensuring effective triage and escalation to L2 teams 
• Ensure consistent application of ITIL practices across incident, request, problem, and change processes 
• Plan and support the migration of the Service Desk to an enterprise-class ITSM platform 
• Drive a shift toward automation, self-service, and improved user experience 

Key Responsibilities

Service Desk Management  

• Own global Service Desk delivery, ensuring consistency, quality, and reliability across all regions 
• Act as the escalation point for complex or high-impact L1 issues 
• Ensure all tickets are correctly logged, categorised, prioritised, and routed to L2 where required 
• Maintain and continuously improve Service Desk processes, workflows, and tooling 
• Manage Service Desk operations, including handovers, coverage models, and on-call support 
• Ensure Service Desk readiness for audits, incidents, and business-critical events 

  Reporting & Analytics  

• Define and own Service Desk KPIs, SLAs, and performance metrics 
• Design and maintain dashboards and reports to track service quality, efficiency, and user satisfaction 
• Analyse trends, root causes, and recurring issues to inform problem management 
• Provide regular reporting and insights to IT leadership and key stakeholders 
• Use data to drive continuous improvement and demonstrate the value of the Service Desk 

  People & Resource Management  

• Lead, coach, and develop Global Service Desk Engineers 
• Define roles, responsibilities, and career pathways within the Service Desk 
• Ensure appropriate staffing, coverage, and workload distribution across time zones 
• Support hiring, onboarding, performance management, and succession planning 
• Foster a culture of accountability, learning, and continuous improvement 

   Continuous Improvement  

• Identify opportunities to optimise ITSM processes, tools, and service delivery models 
• Lead Service Desk-related change initiatives and tool enhancements 
• Stay informed on industry best practices, emerging ITSM trends, and technologies 
• Partner with L2, security, infrastructure, and application teams to improve end-to-end support 

Skills, Knowledge & Expertise

Qualifications & Experience 

• Proven experience leading a global or multi-region Service Desk in a medium to large organisation 
• Experience supporting remote-first users with no local IT presence 
• Bachelor’s degree in Information Technology, Business Administration, or a related field 
• ITIL certification (Foundation or higher) required 
• Hands-on experience with enterprise ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management) 
• Strong reporting and analytical capability (Power BI, Excel, or similar tools) 
• Excellent communication, stakeholder management, and leadership skills 

Skills & Competencies 

• Deep understanding of ITIL and ITSM best practices 
• Strong operational leadership with a customer-first mindset 
• Data-driven decision-making and analytical problem-solving skills 
• Experience working within compliance and risk frameworks (e.g., ISO 27001, NIST) 
• Ability to translate complex operational data into actionable insights 
• Strategic mindset with the ability to align Service Desk operations with business goals 
• Confidence engaging with technical and non-technical stakeholders 
• Experience facilitating workshops, service reviews, and governance forums