Global IT Service Desk Manager
Job Description
Job DescriptionGlobal IT Service Desk Manager
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 Do
- Lead and develop a high-performing IT Service Desk team
- Manage day-to-day service operations, ticket queues, escalations, and on-call coverage
- Drive SLA performance, customer satisfaction, and operational excellence
- Develop KPI reporting and analyze trends to improve service delivery
- Partner with Infrastructure, Security, Applications, HR, and business leaders
- Improve processes, documentation, automation, and self-service capabilities
- Support endpoint lifecycle management, hardware deployments, and enterprise support initiatives
What We're Looking For
- Bachelor's degree or equivalent combination of technical training, experience, and IT leadership
- 10+ years of IT Help Desk/Service Desk experience
- 2+ years managing or supervising an IT support team
- Experience managing enterprise IT support operations
- Strong knowledge of Microsoft 365, Windows, Active Directory/Entra ID, and endpoint management
- Experience with ITSM platforms (ServiceDesk Plus preferred)
- Strong understanding of ITIL/service management best practices
- Exceptional leadership, communication, and problem-solving skills
Preferred Experience
- Manufacturing or industrial environments
- Global or multi-site Service Desk leadership
- ITIL, Microsoft, or CompTIA certifications
- Power BI, Microsoft Intune, SmartDeploy, and PowerShell
Benefits
- Company contributions toward medical, dental, and vision insurance premiums
- Tax-advantaged Health Savings Accounts (HSA) for medical expenses
- Flexible Spending Accounts (FSA) for dependent care expenses
- Company-paid contributions to 401(k), disability, and life insurance
- Complimentary personal financial planning support
- Paid vacation, sick leave, and holidays
- Access to an Employee Assistance Program (EAP)
- Flexible work and work-from-home options (role-dependent)
- Reimbursement programs for personal and professional growth
- For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This job was first posted by CyberCoders on 08/11/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.Everforth CyberCoders is proud to be an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter . Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements.
Salary
$75000 - $85000 USD per year
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