Global Service Desk Operations Manager

About This Role:

The Global Service Desk Operations Manager is responsible for the leadership, strategy, and operational excellence of Service Desk functions across all global locations. This role ensures consistent, high-quality IT support services for both on-site and remote users by standardizing processes, implementing global IT service management (ITSM) practices, and driving continuous improvement.

The position is accountable for global service performance, including adherence to service level agreements (SLAs), achievement of key performance indicators (KPIs), and delivery of a consistent, customer-focused support experience across all regions.

Demonstrates behaviors consistent with the company's values of Customer Satisfaction, Innovation, Family, and Social Responsibility.

Essential Job Functions/Tasks:

• Defines and executes a unified global service desk strategy that ensures consistent service delivery across all regions while allowing for necessary regional flexibility. Establishes standardized processes (ITIL-aligned), tools, SLAs, and KPIs to drive efficiency, scalability, and a seamless user experience worldwide.
• Leads and develops distributed service desk teams by fostering an inclusive, high-performance culture that respects and adapts to regional differences in communication styles, work norms, and customer expectations. Partners with local leaders to align global objectives with regional practices while maintaining team engagement and morale.
• Owns global service performance by monitoring SLAs, ticket resolution times, customer satisfaction (CSAT), and operational metrics. Leverages data analytics and feedback loops to enhance service quality, reduce incident volumes, and optimize global support models including follow-the-sun and tiered support structures.
• Drives continuous improvement initiatives focused on workforce enablement, employee productivity, and overall technology experience. Identifies opportunities to reduce technology-related friction and improve user effectiveness through process improvements, service enhancements, and support modernization initiatives.
• Leads the development and maturity of self-service and knowledge management capabilities, including support documentation, service catalog improvements and user-friendly support channels that improve service consistency and operational efficiency.
• Partners with infrastructure, applications, cybersecurity, and product teams to support adoption of modern technologies, services, and processes through effective communication, user readiness activities, support planning, and enablement practices.
• Identifies and implements practical automation and AI-enabled support capabilities that improve service efficiency, accelerate issue resolution, and enhance the employee support experience. Continuously evaluates existing and emerging technologies to identify opportunities where automation, tooling, or process improvements can reduce manual effort and increase operational consistency across the service desk.
• Drives technology enablement across the organization by actively identifying applications, tools, and solutions that improve the day-to-day work experience of employees company-wide. Serves as a proactive advocate for technology adoption at the desktop support level-evaluating business processes for automation or enhancement opportunities, promoting effective use of available technology, and ensuring employees have the knowledge and resources needed to work more efficiently through the tools available to them.
• Develops and maintains a structured end-user technology training program that equips employees with the knowledge and skills needed to effectively use company tools, applications, and systems. Collaborates with HR, Learning & Development, and business leaders to design onboarding technology training, ongoing learning resources, and adoption support materials that reduce friction and accelerate proficiency across the organization.
• Oversees staffing models, scheduling, and resource allocation across time zones to ensure support coverage. Balances global demand with regional capacity, optimizes shift structures, and ensures appropriate language coverage and skill alignment to meet business needs.
• Supervises the Service Desk team and is responsible for hiring, training, performance management, career development, and succession planning across global service desk staff. Cultivates a high-performance, inclusive team culture that prioritizes continuous learning, technical skill growth, and service excellence in alignment with organizational goals.
• Acts as the primary global point of contact for IT support services, collaborating with business leaders, IT teams, and regional stakeholders to align service desk capabilities with business priorities. Communicates performance, risks, and improvements effectively while driving a customer-centric service culture across all locations.
• Owns and continuously improves the organization's IT Service Management…