IRC Global Service Desk Manager

Job Overview/Summary

In the Global Service Desk Manager role you will be at the forefront of driving IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top‑notch customer service will be crucial in maintaining IRC’s esteemed reputation in providing help to our clients.

• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Develop a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Identify skills gaps and coordinate training programs, cross‑training initiatives, and upskilling opportunities to ensure team readiness and continuous growth.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
• Manage staffing levels, shift coverage, and on‑call schedules to ensure support coverage and service continuity across time zones.
• Foster a positive team culture by promoting open communication, collaboration, and recognition, while addressing morale or workload concerns promptly.
• Participate in hiring processes, onboarding new staff, and ensuring new team members are equipped with the tools, knowledge, and support needed to succeed.
• Ensure team objectives align with broader IT and business strategies, and track progress toward departmental KPIs and service excellence benchmarks.

• Drive process improvement by finding opportunities in workflow areas and work with others to implement change.
• Track key metrics to improve team efficiency and customer satisfaction, while leading initiatives to close performance gaps.
• Facilitate global Tech Support meetings to resolve recurring issues and drive continuous improvement.
• Track and analyze key performance metrics (e.g., SLA adherence, ticket volume trends, resolution times).
• Develop and execute action plans to address recurring issues, reduce ticket backlog, and streamline support processes through automation and standardization.
• Organize and lead regular problem‑solving sessions with global Technical Support teams to align practices, resolve systemic issues, and promote knowledge sharing.
• Document and refine support procedures for unified support, and in compliance with ITIL.
• Support the rollout of new tools, processes, and policies by planning communication, training, and adoption strategies across regional teams.

• Provide Tier 2 and Tier 3 technical support and solve complex and escalated issues across hardware, software and network environments, ensuring minimal disruption to end users.
• Act as the primary escalation point for critical incidents and blocking issues, ensuring timely resolution and clear communication with users, stakeholders, and partners.
• Deliver high‑touch, white‑glove support to senior leadership, especially in handling high‑priority incidents, outages, or critical technical concerns.
• Work closely with infrastructure, security, applications, and service delivery teams to ensure system stability, continuous improvement, and alignment of support processes.
• Monitor, triage and coordinate responses to urgent tickets, service outages, and security‑related incidents in collaboration with internal IT teams and external vendors.
• Support cross‑team projects and implementation of IT initiatives and strategies, such as security enhancements, rollouts, infrastructure changes, and other tasks as determined by management.
• Ensure a high level of customer satisfaction by addressing concerns promptly, following up on resolutions, and maintaining transparent communication throughout the support process.
• Identify support process gaps and drive initiatives to improve response times, resolution quality, and knowledge documentation.

• Track KPIs across…