Information Technology Manager (Night Shift)

As the IT Service Desk Manager at our company, you will be responsible for owning and leading the operational aspects of our 24x7 global Service Desk. Your role involves overseeing Service Desk Supervisors and frontline staff to ensure high-quality, scalable, and user-centric support. Your key focus will be on transforming the Service Desk into a proactive and outcome-driven function that enhances business productivity and fosters trust through every interaction. **Core Responsibilities:** - Provide strategic and operational leadership for the global 24x7 Service Desk function - Manage and develop Supervisors and frontline agents to ensure consistent service delivery and team engagement - Define, monitor, and report key performance indicators to enhance accountability and drive improvement - Ensure adherence to ticket handling, escalation, and documentation standards across all pods and shifts - Act as the escalation point for major incidents, high-impact tickets, or complex service disruptions - Lead workforce planning, shift design, and staffing decisions to meet demand and coverage requirements - Drive adoption and improvement of ITSM tooling and knowledge management practices - Collaborate with peer managers and infrastructure teams to ensure smooth handoffs and support alignment - Partner with Service Excellence to identify process gaps, implement quality assurance practices, and standardize training - Contribute to the broader support strategy by aligning Service Desk efforts with the vision of End User Services & Solutions - Foster a culture of ownership, empathy, and continuous improvement by coaching leaders and promoting accountability at all levels - Prepare and present performance updates, operational plans, and improvement initiatives to leadership **Required Qualifications:** - 8+ years of progressive IT support experience, 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 - Ability to build high-performing teams and mentor frontline leaders - Strong data and process orientation, utilizing 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 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 In this role, you will be expected to lead end-to-end Service Desk operations across geographies and time zones. Your active engagement with staff, issue escalation, and championing of improvement efforts will be crucial to upholding excellence and service maturity across all Service Desk operations.,