We are looking for an experienced Service Desk Manager to lead a team of mid-level to senior engineers, responsible for delivering a premium, "white glove" IT support service. This team manages the technical needs of high-profile clients, providing end-to-end support for all IT-related issues. The Service Desk Manager will lead a globally distributed team of 15 to 20 engineers and ensure seamless service delivery, applying best practices in IT service management.
This position requires a skilled individual with at least 5 years of service desk or service management experience , a strong understanding of ITIL best practices, and the emotional intelligence to handle high-profile clients.
Key Responsibilities:
- Team Leadership : Manage a team of 15-20 mid-level to senior engineers who provide IT support across globally distributed locations, including the USA, UK, Luxembourg, South Africa, Singapore, and China.
- Service Delivery : Lead the team in offering premium "white glove" support, ensuring that all service requests are handled efficiently, from ticket dispatching and escalation to vendor management.
- ITIL Process Implementation : Drive the adoption and continuous improvement of ITIL processes, ensuring that the team adheres to industry best practices and meets auditor requirements.
- Stakeholder Engagement : Work closely with financial teams and high-net-worth individuals to ensure satisfaction and address any service delivery challenges with a calm and assertive approach.
- Continuous Improvement : Foster a service management-focused culture by identifying areas for improvement and implementing governance reporting to maintain a high standard of service.
Essential Qualifications and Skills:
- Minimum 5 years of experience in service desk or service management roles.
- Certified in ITIL Foundation Level ; further certifications in Change Management and Problem Management are highly desirable.
- Demonstrable experience in using ServiceNow ITSM , Microsoft 365 , Microsoft Azure , and Microsoft Teams .
- Strong leadership and emotional intelligence to manage both the internal team and external stakeholders.
- Ability to drive process improvements and implement best practices under pressure.
Preferred Experience:
- 5-7 years of experience leading a technical team.
- ServiceNow administration experience is a plus.
This role demands a highly organized, process-driven individual who can thrive in a high-pressure environment and manage both operational and technical aspects of a service desk. If you are ready to take on this challenge and contribute to a prestigious organization, we invite you to apply.
Come join our global team of creative thinkers, problem solvers and game changers. We offer accelerated career progression, a dynamic culture and expert training.
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