Job
Description
" About the Job The Senior Manager, Global Service Desk is responsible for overseeing the strategic and operational delivery of IT support services, ensuring alignment with business objectives, customer satisfaction, and operational excellence. This leadership role drives continuous improvement, enhances service performance, and ensures compliance with ITIL best practices and organizational standards. The GSD Senior Manager will take on a pivotal leadership role, overseeing a potentially large team of support agents while ensuring the seamless operation of the service desk, making sure issues and service requests are addressed on time, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements. They would also serve as the service-desk liaison to major business-impacting initiatives. As Senior Manager, Global Service Desk, You Will Lead and manage the day-to-day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations, providing phone, email, and live chat support in line with the agreed Service Level Agreements. Demonstrate in-depth expertise in process, delivery, and operations management to ensure efficient and effective execution of operations. Provide and manage service delivery best practices, managing tickets, chats, escalations, and client expectations. Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents. Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnout. Develop SLAs and OLAs to set expectations and measure the performance of the Global Service Desk team. Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality. Own and monitor key measurements and service levels for Global Service Desk services. Responsible for ensuring all KPIs and metrics are measured and adhered to. Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed. Deep dive into processes to identify gaps and develop strategies for improvement. Responsible for mentoring and coaching the Global Service Desk leads and teams with their career plans. Focus on delivery and can direct their team to deliver Service Level Agreements that enable the business to meet its objectives. Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges. Conduct annual performance evaluations for all direct reports. Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues. Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements. Supervise the team, manage team conflicts, and demonstrate quick decision-making capabilities to maintain sound team health. Review the teams performance regularly and provide necessary feedback and guidance for improvements. Plan, coordinate, and manage ad-hoc projects for the GSD team as needed. Serve as a key liaison between GSD and other IT and support departments. As Senior Manager, Global Service Desk, You Need Full-time Technical Graduate or relevant post-secondary degree preferred. 5+ years of experience in IT service management. 7+ years of relevant experience in managing IT Help Desk Operations or Technical Service Desk. Understand processes, delivery, and operations management. 10+ years of experience working in the Service Desk under various roles. Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies. ITIL certification is desired. Additional technical certifications are an asset. Must have good logical probing, understanding, and troubleshooting skills. Must have exceptional written and oral communication skills. Technical proficiency with hands-on experience in a wide range of technologies that support and impact the Global Service Desk (GSD) operations. Positive attitude towards solving customer problems. Ability to accurately prioritize tasks and accomplish them in a timely fashion. Ability to review various processes and procedures to keep them up to date at regular intervals. Self-motivated and able to work in a fast-paced environment with the ability to think and act independently. Strong analytical and problem-solving skills. Strong relationship-building skills, can network and work well with remote stakeholders. Excellent reporting and presentation skills. Must have an eye for details and fine print. ","
