Service Desk Manager

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
  

• Demonstrated proficiency in written and verbal communication in English.
  

• Proven experience leading global IT support or service desk teams.
  

• Customer-first mindset with operational excellence.
  

• Hands-on with service desk platforms and reporting tools.
  

• Strong communication, leadership, and people development skills.
  

• Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.
  

• Manage and improve service desk processes, SLAs, and knowledge base quality.
  

• Coordinate multilingual and regional service desk support models.
  

• Analyze ticket trends to drive improvement and training initiatives.
  

• Ensure high user satisfaction through timely and effective communication.
  

• Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.
  

• Provide support, guidance, and collaboration to field office IT staff across all regions.
  

• Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.