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Now viewing: Global IT Service Desk Manager
CP
CPM Process Solutions
Global IT Service Desk Manager
Job Description
A global manufacturing and technology organization is seeking a Global IT Service Desk Manager to lead enterprise IT support operations across multiple locations worldwide.
This role will oversee Service Desk performance, team development, service delivery, SLA management, and continuous improvement initiatives while supporting employees across North America, Europe, and Asia.
What You'll DoLead and develop a high-performing IT Service Desk teamManage day-to-day service operations, ticket queues, escalations, and on-call coverageDrive SLA performance, customer satisfaction, and operational excellenceDevelop KPI reporting and analyze trends to improve service deliveryPartner with Infrastructure, Security, Applications, HR, and business leadersImprove processes, documentation, automation, and self-service capabilitiesSupport endpoint lifecycle management, hardware deployments, and enterprise support initiativesWhat We're Looking ForBachelor's degree or equivalent combination of technical training, experience, and IT leadership10+ years of IT Help Desk/Service Desk experience2+ years managing or supervising an IT support teamExperience managing enterprise IT support operationsStrong knowledge of Microsoft 365, Windows, Active Directory/Entra ID, and endpoint managementExperience with ITSM platforms (ServiceDesk Plus preferred)Strong understanding of ITIL/service management best practicesExceptional leadership, communication, and problem-solving skillsPreferred ExperienceManufacturing or industrial environmentsGlobal or multi-site Service Desk leadershipITIL, Microsoft, or CompTIA certificationsPower BI, Microsoft Intune, SmartDeploy, and PowerShellBenefitsCompany contributions toward medical, dental, and vision insurance premiumsTax-advantaged Health Savings Accounts (HSA) for medical expensesFlexible Spending Accounts (FSA) for dependent care expensesCompany-paid contributions to 401(k), disability, and life insuranceComplimentary personal financial planning supportPaid vacation, sick leave, and holidaysAccess to an Employee Assistance Program (EAP)Flexible work and work-from-home options (role-dependent)Reimbursement programs for personal and professional growth
This role will oversee Service Desk performance, team development, service delivery, SLA management, and continuous improvement initiatives while supporting employees across North America, Europe, and Asia.
What You'll DoLead and develop a high-performing IT Service Desk teamManage day-to-day service operations, ticket queues, escalations, and on-call coverageDrive SLA performance, customer satisfaction, and operational excellenceDevelop KPI reporting and analyze trends to improve service deliveryPartner with Infrastructure, Security, Applications, HR, and business leadersImprove processes, documentation, automation, and self-service capabilitiesSupport endpoint lifecycle management, hardware deployments, and enterprise support initiativesWhat We're Looking ForBachelor's degree or equivalent combination of technical training, experience, and IT leadership10+ years of IT Help Desk/Service Desk experience2+ years managing or supervising an IT support teamExperience managing enterprise IT support operationsStrong knowledge of Microsoft 365, Windows, Active Directory/Entra ID, and endpoint managementExperience with ITSM platforms (ServiceDesk Plus preferred)Strong understanding of ITIL/service management best practicesExceptional leadership, communication, and problem-solving skillsPreferred ExperienceManufacturing or industrial environmentsGlobal or multi-site Service Desk leadershipITIL, Microsoft, or CompTIA certificationsPower BI, Microsoft Intune, SmartDeploy, and PowerShellBenefitsCompany contributions toward medical, dental, and vision insurance premiumsTax-advantaged Health Savings Accounts (HSA) for medical expensesFlexible Spending Accounts (FSA) for dependent care expensesCompany-paid contributions to 401(k), disability, and life insuranceComplimentary personal financial planning supportPaid vacation, sick leave, and holidaysAccess to an Employee Assistance Program (EAP)Flexible work and work-from-home options (role-dependent)Reimbursement programs for personal and professional growth