Senior Manager - Global Service Desk

Job Title: Senior Manager - Global Service Desk

Location:

Bengaluru (Full-time) (work from office)

About The Role

Senior Manager

Global Service Desk

Key Responsibilities

• Lead and manage Service Desk operations globally, ensuring SLA and KPI achievement.
• Drive service improvements, automation, and adoption of new tools and technologies.
• Manage headcount, expenses, and commercial responsibilities across multiple locations.
• Ensure business continuity and act as the point of escalation for complex issues.
• Build strong relationships with leadership, service management, and customers.
• Lead and mentor Operations Managers, promoting a service excellence culture.
• Support contract renewals, service integration, and global delivery initiatives.
  

What You’ll Need

• Any Full time Bachelor’s degree
• 14+ years of IT operations experience, including 2+ years in a leadership role managing Service Desk teams.
• Proven experience managing multi-location/global service desks, SLAs, and P&Ls.
• Strong stakeholder management and communication skills.
• Hands-on experience driving standardization, compliance, and continual improvement.
  

Skills & Attributes

• People leadership and coaching abilities.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to influence multi-tier management and communicate complex issues effectively.