Information Technology Service Desk Manager
This range is provided by La Fosse. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Location: Hybrid - 3 days a week - London
About the Role
Our internationally recognized client is seeking a Global Service Desk Manager to lead and enhance IT service delivery across multiple regions, including the Americas, Southeast Asia, Europe, India, and the UK. You will be instrumental in ensuring operational excellence, customer satisfaction, and alignment of IT services with broader business objectives.
Key Responsibilities
* Oversee, mentor, and develop a geographically distributed service desk team.
* Ensure round-the-clock support to meet global business needs.
* Facilitate training and career development to promote professional growth.
Service Delivery and Quality Assurance:
* Establish and refine ITIL-based standard operating procedures and KPIs.
* Act as the escalation point for high-priority incidents and ensure swift resolution.
* Collaborate with stakeholders to align on service expectations and SLAs.
Process Improvement and Metrics:
* Implement performance metrics and analyze data to improve service desk efficiency.
* Drive continuous improvement initiatives and adopt industry best practices.
Collaboration and Stakeholder Engagement:
* Work with IT leadership to align the service desk strategy with organizational goals.
* Participate in service transitions, new technology rollouts, and incident management.
Procurement Management:
* Manage procurement activities related to service desk provisions, ensuring budget compliance.
Key Qualifications:
* Strong knowledge of ITIL and ITSM frameworks; ITIL certification preferred.
* Proficiency in analyzing performance metrics and driving continuous improvement.
* Excellent communication skills to engage stakeholders across diverse cultures.
* Familiarity with service desk tools like FreshService or JIRA.
* Strong organizational skills to handle multiple priorities effectively.
Are you a good fit for this role? Please apply below.
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* Technology, Information and Media
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