The Global and HQ Service Desk Manager is responsible for leading the Global Service Desk and Headquarters support operations, ensuring the delivery of high-quality, user-centric IT support services across the organization. The role oversees service desk performance, workplace support activities, operational governance, vendor management, and continuous improvement initiatives, ensuring an efficient, responsive, and business-oriented support experience for employees and corporate functions.
Acting as a key interface between end users, technology teams, service providers, and business stakeholders, the role contributes to operational excellence, service quality, user satisfaction, and the modernization of end-user support services
As Global and HQ Service Desk Manager, you will be responsible for leading the day-to-day operations of the Global Service Desk and Headquarters support services, ensuring consistent, efficient, and high-quality support delivery for employees across multiple locations.
You will oversee incident, request, and escalation management activities, ensuring users receive timely support and that operational performance meets agreed service levels. You will monitor service quality, user satisfaction, operational KPIs, and support trends while driving corrective actions and continuous improvement initiatives.
You will play a key role in enhancing the employee experience by improving service processes, knowledge management, self-service capabilities, automation opportunities, and workplace support practices. You will also contribute to the adoption of modern support approaches leveraging digital tools, AI, automation, and service management best practices.
Working closely with infrastructure, workplace, cybersecurity, business application, and regional IT teams, you will ensure effective collaboration across support functions and seamless operational coordination. You will also manage service providers and support partners, ensuring contractual commitments, service levels, and performance objectives are met.
As a people leader, you will develop and inspire internal teams and external resources, fostering a culture of customer focus, accountability, collaboration, and continuous learning. You will support skills development, coaching, and operational maturity initiatives to build a high-performing support organization.
You will operate in a highly international environment, collaborating with geographically distributed teams and stakeholders. Occasional travel may be required based on business priorities and operational needs