Assistant Manager of Global Service Desk

About the Job

Assistant Manager Global Service Desk

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

• Full-time Technical Graduate (preferred)

• 10+ years

  of experience in IT Service Management
• Minimum

  5 years in Service Desk roles

• Minimum

  3 years managing Service Desk or IT Helpdesk operations

• ITIL v3 or v4 Certification

  (required or working knowledge)
• Strong technical exposure and hands-on understanding of:
• Windows OS, Active Directory, G Suite, MS Office
• Networking basics and ticketing tools (ServiceNow, JIRA, Remedy)
• Proven ability to manage and track KPIs, SLAs, OLAs, and team productivity
• Excellent written, verbal, and interpersonal communication skills
• Ability to manage high-pressure situations and prioritize tasks independently
• Solid experience with reporting, escalation handling, and conflict resolution

Preferred Skills & Attributes

• Technical certifications (e.g., CompTIA, Microsoft, Cisco) are a plus
• Ability to lead geographically distributed teams
• Strong analytical and problem-solving skills
• Proficient in documentation and process improvement
• Detail-oriented, organized, and delivery-focused
• Strong relationship-building skills with internal and external stakeholders
• Excellent presentation and reporting capabilities