IT Global Service Desk Manager

Overview

The Global Service Desk Manager is responsible for leading and optimizing Hussmann’s worldwide end user support organization. This role oversees global Tier 1, 1.5, and Tier 2 support operations, ensuring consistent, high quality service across all regions. The manager owns ITIL aligned ITSM processes, asset lifecycle management, metrics governance, automation strategy, and continuous improvement initiatives.

The ideal candidate is a customer focused, data driven leader with strong business acumen, deep technical expertise, and the ability to translate IT performance into measurable business outcomes.

• Lead and mature a globally distributed Service Desk team delivering Tier 1–2 support.
• Ensure consistent service delivery across geographies, time zones, and shift models.
• Standardize processes, knowledge practices, and support models across the enterprise.

• Own and enhance ITIL‑aligned processes including Incident, Request, Problem, Knowledge, and Change Enablement.
• Define, monitor, and report on KPIs, SLAs, and SLOs.
• Drive continuous improvement efforts through trend analysis and root‑cause elimination.

• Champion a customer‑first culture focused on simplicity, speed, and reliability.
• Identify high‑volume and high‑friction tickets and implement permanent fixes.
• Expand self‑service, automation, knowledge articles, and proactive support.
• Lead monthly operational reporting, providing insights that drive leadership decisions.

• Drive adoption of AI, virtual agents, auto‑remediation, and intelligent automation.
• Enable proactive support through monitoring, analytics, and integrated toolsets.
• Evaluate emerging technologies and partner with internal teams to strengthen service capabilities.

• Oversee global end‑user asset lifecycle, including procurement, deployment, refresh, and retirement.
• Ensure compliance, accurate inventory, and audit readiness.
• Lead PC imaging, deployment, patching, and MDM governance.

• Manage insourced & outsourced service desk partners and endpoint support vendors.
• Conduct regular service reviews and ensure contract adherence.
• Drive performance optimization across vendor ecosystems.

• Recruit, coach, and develop high‑performing global support teams.
• Build training and certification plans, career paths, and engagement programs.
• Foster a culture of innovation, accountability, and service excellence.

• Ensure adherence to security, audit, and regulatory requirements.
• Maintain documentation, process controls, and operational readiness.
• Partner with cybersecurity on incident response and escalations.

• Bachelor’s degree in IT, Computer Science, or related area.
• 10+ years of ITSM or end user support experience; 2–3+ years in global leadership.
• Experience managing distributed and/or outsourced support models.
• ITIL certification preferred.

• Strong expertise in ITIL/ITSM frameworks and platforms (Microsoft SCSM, Service Now, BMC, Jira Service Management, etc.).
• Knowledge of endpoint management and MDM tools (Intune, Jamf, Workspace ONE).
• Experience leading automation and self‑service initiatives.
• Strong analytical and reporting skills.

• Strong communication with ability to influence executive stakeholders.
• Enterprise‑level thinking and decision‑making.
• Emotional intelligence and adaptability in complex organizational environments.
• Ability to drive alignment with broader organizational strategy.

• First Contact Resolution (FCR)
• Mean Time to Resolution (MTTR)
• SLA/SLO achievement
• Ticket volume reduction
• Self‑service adoption
• Customer Satisfaction (CSAT)
• Knowledge article effectiveness
• Endpoint deployment cycle time
• Asset accuracy and compliance

Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health.…