Senior Global IT Service Desk Manager
$165,000–$191,000 year
On-site · San Jose, California, United States
Job Summary
The Senior Global IT Service Desk Manager will lead a 24/7 global service desk across Americas, EMEA, and APAC to ensure high-quality end-user support, drive SLA/OLA/KPI adherence, and deliver continuous improvement. Responsibilities include owning end-to-end global service desk operations, incident/problem/request management, ticket queue governance, and cross-functional escalation. Lead geographically distributed service desk engineers and contractors, establish performance goals, and foster an inclusive, customer-first culture. Drive AI-driven innovations (virtual agents, AI-assisted triage, automated routing, and knowledge generation), leverage AI-driven analytics to predict demand and reduce recurring issues, and promote self-service adoption. Define and execute a multi-year roadmap for global service desk maturity with AI as a core pillar, manage vendor relationships, ensure alignment with information security and regulatory requirements, and maintain business continuity and disaster recovery plans. The role requires hands-on experience with ITSM platforms (Jira SM, Remedy), strong KPI/SLA reporting, and the ability to influence stakeholders across time zones and cultures. Preferred qualifications include evaluating AI/automation tools for IT support, familiarity with endpoint management (Intune, Jamf), vendor governance, and a Bachelor’s degree in IT/CS/Business or equivalent experience. The company emphasizes its values and commitment to merit-based hiring and confidential handling of applicant information.
Required Qualifications
- 8+ years of IT service desk or IT support experience, with at least 4 years in a management or lead role
- Experience managing global or multi-site service desk teams
- Strong working knowledge of core ITSM processes — incident, problem, change, request, and knowledge management
- Hands-on experience deploying or managing AI tools in a service desk context (e.g., virtual agents, AI-assisted triage, automated routing, generative AI for knowledge and agent support)
- Proficiency with enterprise ITSM platforms (Jira SM, Remedy, or equivalent)
- Experience defining and reporting on service desk KPIs and SLAs
- Excellent communication and stakeholder management skills
- Proven ability to lead through influence across time zones, cultures, and organizational boundaries
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