Global Desktop Services Manager

Overview

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Title:

Global Desktop Services Manager
Job Function:
Information Technology

Location:

JUNEAU
Workplace Category:
Onsite
Company:
Harley-Davidson Motor Company
Full or Part-Time:
Full Time
Shift: SHIFT1

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul.

Are you ready to join us?

Harley-Davidson Motor Company, founded in a humble Milwaukee backyard shed in 1903, still calls the city home. Today, its Corporate Campus includes a 4.8-acre public park—a welcoming green space open to all. Join our team as a Global Desktop Services Manager.

The Global Desktop Service Manager oversees Digital Office Client Services across all corporate, sales, and manufacturing offices worldwide. The Global Desktop Service Manager is the single point of contact for all Digital Office Client Services activities and will ensure technology requests are initiated properly, oversee the daily support activities, manage deployed services, and integrate processes to achieve targets and metrics. This position will manage a distributed resource team of internal and external members in the US, Canada, EMEA and APAC regions.

• Business Relationship Management
• Liaison between Digital Office and business stakeholders for negotiating SLA, Guiding principles, outages, and support staffing.
• Own Client Services technology asset management for end-user devices.
• Lead supplier and vendor management with global client services provider(s), printer suppliers, and cell carriers.
• Define and maintain the global operating model/strategy for client services (tiers, regional hubs, on-site/remote, hours of operation, SLA’s).
• Own the client services global service catalog, request types, and fulfillment paths.
• Lead Service Reviews (weekly operational, monthly performance, quarterly executive).
• Maintain policy and standards (e.g., imaging standards, break/fix vs. replace, loaner device policy).
• Plan and communicate roadmaps, changes, maintenance windows, patching schedules, and major incidents to business units.
• Promote AI enablement, drive automation and self-service in Client Services (portals, virtual agents, how-to content, software distribution).
• Ensure client devices adhere to security baselines (endpoint protection, patching SLAs, encryption).
• Own budget and forecast for client services (run rate, variable volume, HW refresh, outsourcing, etc).

High School Diploma or Equivalent Required

• Bachelor's Degree in Business, Computer Science, or related technical discipline is preferred

Required

• Typically requires a minimum of 8 years of related experience.
• Familiarity with major ITSM platforms (e.g., IFS Assyst, Service Now, Remedy).
• Hands-on experience with ITIL processes (Incident, Request, Problem, Change, Knowledge).
• Proven experience managing large-scale outsourced IT services (Service Desk, EUC, Field Services).
• Global experiences in IT Operations, relationship management, and/or project delivery
• Working in Agile environments:
  Familiarity with Agile principles and frameworks (Scrum, Kanban) for IT service delivery or improvement projects.
• Knowledge of endpoint management tools (Intune, SCCM) and collaboration platforms (M365).
• Strong analytical and data-driven decision-making.
• Track record of improving ticket quality, first-contact resolution, and knowledge management.

Preferred

• Skilled in contract negotiation, SLA enforcement, and service credit management.
• Managed multi-region teams and services across different time zones and cultures.
• Experience in governance frameworks and operating models for global IT support.
• Strong background in CSAT/NPS improvement programs.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to…