Global Service Desk Manager

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Global Service Desk Experience Manager

Davidson, NC

At Ingersoll Rand, the Corporate IT Group sits at the center of global digital transformation—combining global scale with a strong ownership mentality and forward investment in technology. The team drives enterprise-scale modernization across AI, automation, cybersecurity, enterprise systems, and connected digital solutions that power our businesses, manufacturing, engineering, and customer experience—operating as a strategic business partner, not a traditional maintenance-focused IT organization.

As our Global Service Desk Experience Manager, ownership of the end-to-end IT Service Desk experience spans more than 25,000 employees across 400+ global locations, shaping how support is delivered from first contact through resolution. The focus is a simple, fast, reliable, and continuously improving employee experience—measured by the consistency and quality of service at enterprise scale.

This is a highly hands‑on leadership role grounded in daily execution and operational control. It includes direct responsibility for employee and L1 contractor resources while holding full accountability for the overall Service Desk experience. Impact is delivered not only through your team, but by influencing outcomes across multiple teams through strong peer leadership, collaboration, and escalation management. A key part of the role is driving ongoing optimization of the Service Now platform—including workflows, routing, forms, and user experience—while partnering across IT and business stakeholders to ensure seamless global service delivery.

The role also serves as the escalation point when the service experience breaks down and owns continuous improvement of support processes worldwide. A strong analytics mindset is essential, using Service Now data to identify trends, elevate employee experience signals such as NPS, and uncover opportunities to improve service performance.

This role also plays a critical part in advancing AI‑enabled service delivery—leveraging capabilities already in motion, including AI‑driven Service Now insights and Copilot Studio‑enabled end‑user experiences—to reduce friction, deflect avoidable tickets, and modernize how employees engage with IT support, while maintaining operational excellence and budget discipline.

• Own the full global Ingersoll Rand Service Desk experience across all tiers, including defining the service strategy and roadmap to deliver consistent, high‑quality support worldwide.
• Directly lead employee and L1 contractor resources, setting clear expectations and coaching toward urgent, customer‑first, high‑quality service.
• Keep Service Now assignment queues in control by actively managing backlog health, SLAs, aging work, and user impact—even when queues are not directly owned.
• Measure, analyze, and improve the user experience using NPS, trends, and feedback with clear communication and closed‑loop follow‑up.
• Actively apply AI, automation, and streamline workflows to improve self‑service, triage, resolution speed, and overall Service Desk effectiveness.
• Provide clear, timely, and transparent communication to users and stakeholders; serve as a primary escalation point for customer‑impacting issues during incidents, service disruptions, and ongoing Service Desk initiatives.
• Build strong, collaborative relationships with IT teams, business partners, and support groups by being accessible, engaged, open to feedback, and solution‑oriented.
• Own and manage the Service Desk budget, making disciplined, cost‑conscious decisions that optimize spend without degrading experience.