IT Service Desk Manager

Drive and elevate the worldwide end‑user support function. This position reports to the CIO and is responsible for guiding internal desktop support teams, coordinating external support partners, and delivering reliable, high‑quality IT service across the entire global enterprise.

• Standardize service desk processes, workflows, and support levels to ensure consistency across the organization
• Align all support activities with ITIL best practices to strengthen operational maturity
• Enhance the overall end‑user experience through improved service quality and responsiveness
• Collaborate with IT leadership to roll out an outsourced Tier 1 support model
• Define and implement SLAs and KPIs that measure service effectiveness and accountability
• Build and manage a performance framework that supports both internal teams and external service partners

• Bachelor’s degree in IT, Computer Science, Business, or a similar discipline, or comparable real‑world experience
• Demonstrated success leading an IT Service Desk or end‑user support team across multiple sites or global operations
• Background working with or overseeing outsourced and third‑party support partners
• Solid technical expertise with end‑user hardware, operating systems, and standard enterprise software
• Familiarity with implementing and using ITIL‑based service desk practices
• Strong people‑leadership abilities, including coaching and performance management
• Clear, effective communication skills and the ability to manage diverse stakeholders
• U.S. citizenship required due to involvement with export‑controlled systems and data governed by ITAR, EAR, and FCI/CUI regulations