Position OverviewThe Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia. This role provides operational leadership for a 24x7, follow-the-sun Service Desk delivered through an outsourced support provider, with a strong emphasis on service quality, operational governance, and continuous improvement.
This position requires a hands-on, execution-oriented leader who thrives in a structured corporate environment and effectively balances day-to-day operations, vendor accountability, process discipline, and clear communication with IT leadership and business stakeholders.
Essential Duties and Responsibilities:- Own day-to-day operations of a 24x7 global Service Desk, ensuring consistent, reliable support across all regions.
- Manage incidents, service requests, escalations, and major incidents within Jira Service Management; serve as the primary escalation point for critical and high-impact issues.
- Monitor and report on service performance against SLAs, KPIs, and customer satisfaction metrics.
- Lead governance of the outsourced Service Desk provider, including staffing, coverage, service quality, and contractual compliance.
- Conduct regular operational reviews with vendors, focusing on performance trends, risks, and continuous improvement actions.
- Coordinate closely with internal IT teams (Infrastructure, Security, Applications) to ensure seamless end-to-end support.
- Define, maintain, and continuously improve Service Desk processes aligned with ITIL best practices.
- Administer and optimize Jira Service Management, including workflows, automation, queues, and reporting.
- Drive improvements in first-contact resolution, backlog reduction, knowledge management, self-service, and automation.
- Provide clear, concise operational reporting to IT leadership and communicate service performance, risks, and improvement initiatives to business stakeholders.
- Support audits, compliance requirements, and internal IT governance processes.
Qualifications: Required Qualifications- 8+ years of experience in IT support or service management.
- Prior experience managing a global or multi-region Service Desk.
- Hands-on experience with Jira Service Management.
- Proven experience managing outsourced or managed service providers.
- Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge).
- Strong communication skills and comfort operating in a structured corporate environment.
Preferred Qualifications- ITIL Foundation or higher certification.
- Experience supporting complex, enterprise IT environments.
- Experience driving measurable service improvements through data and metrics.
Work Environment:
- Physical & Social Setting:
- Hybrid: A mix of office and remote work.
- Work Conditions: choose from one of the following options:
- Physical Demands: Ability to sit and use a computer for extended periods. Ability to lift up to 5 pounds.
- Work Hours: Standard business hours
- Travel Requirements: Willingness to travel up to 10% (or as needed) for client meetings, industry events, or team gatherings.
#LI-Hybrid
Disclaimers: - Legal authorization to work in the specified country is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
- It is the policy of Formerra that all employees are employed at the will of Formerra for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
