Global Service Desk Manager

Location: Bengaluru
Shift: 2:00 PM – 11:00 PM IST (5-day work week)

Role Overview

We are seeking an experienced Global Service Desk Manager to lead global IT support operations and deliver exceptional end-user service across the organization. This role is responsible for managing a high-performing service desk team, optimizing ITSM processes, driving automation, and ensuring service excellence through strong leadership, governance, and continuous improvement.

Key Responsibilities

• Lead and manage global Service Desk operations, ensuring timely resolution of incidents, service requests, and escalations.
• Build, mentor, and develop a high-performing, customer-focused Service Desk team supporting global users.
• Monitor and improve service delivery through SLA, KPI, and customer satisfaction (CSAT) metrics.
• Manage and optimize ITSM platforms, including ServiceNow and Freshservice.
• Establish and enforce ITIL-based service desk processes, knowledge management, and governance standards.
• Collaborate with Infrastructure, Security, and Enterprise Systems teams to resolve complex issues and support compliance initiatives.
• Drive automation, self-service capabilities, and process standardization to improve operational efficiency.
• Present service performance, risks, and improvement initiatives to senior leadership.
• Ensure compliance with audit, security, and regulatory requirements, including support for SOC 2 and ISO standards.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 7+ years of experience in IT support or Service Desk operations, including 3–5 years in a leadership role managing regional or global teams.
• Strong experience with ServiceNow, Freshservice, and IT Service Management (ITSM) practices.
• Deep understanding of ITIL, Incident, Problem, Change, and Request Management.
• Experience supporting enterprise technologies, including Microsoft 365, cloud services, endpoint management, networking, and security.
• Strong leadership, stakeholder management, communication, and analytical skills.

Preferred Qualifications

• Experience leading multi-location or global Service Desk teams.
• Proven success driving automation, self-service, and process improvement initiatives.
• Experience with executive reporting, operational dashboards, and service performance analytics.
• Familiarity with compliance frameworks such as SOC 2 and ISO