1. Job Summary
Reporting directly to the Corporate ISIT Service and Operations Director, the Global Service Desk Manager is the operational engine driving our worldwide IT support ecosystem. This is a vital global leadership role where you will directly manage and mentor our regional Service Desk Team Leads across APAC, the Americas, and Europe.
Your mission is two-fold: align these three distinct regional teams into one cohesive, follow-the-sun support machine, and act as the tactical bridge between global infrastructure engineering and local business units. We are looking for a proactive, cross-cultural leader who can take high-level technology rollouts from headquarters, work with regional leads to assess ground-level realities, and ensure new tech lands on the floor smoothly across all time zones with zero disruption to daily business.
2. Responsibilities
- Direct, coach, and support the Service Desk Team Leads for APAC, the Americas, and Europe. Break down regional silos, standardize support quality globally, and establish seamless ticket hand-over processes across time zones.
- Oversee the hiring and onboarding roadmap for the Europe and America teams, using the mature APAC footprint as a blueprint to standardize global support quality from day one.
- Take full accountability for global Service Desk KPIs. Continuously optimize response times (MTTR) and first-contact resolution (FCR) rates to maintain high internal customer satisfaction (CSAT).
- Translate complex, high-level technical deployments into clear, floor-level standard operating procedures (SOPs) for local IT and business staff. Balance strict global IT compliance with practical, local business productivity.
- Serve as the primary operational point of contact when things hit the fan. Orchestrate the response to major global outages across all three regions and ensure clean, timely communication to business stakeholders.
- Monitor global and regional support trends. Provide the Service & Operations Director with transparent, data-driven operational dashboards that call out systemic process gaps and technical debt early.
3. Qualifications
- 6+ years of progressive experience in IT Service Management (ITSM), with at least 3-4 years of proven experience directly managing remote, multi-regional teams (specifically supervising regional leads or managers) in a multinational corporation.
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).
- Deep foundational knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), with a proven track record of executing Change Management and Service Transition in a complex matrix environment.
- Flexibility and willingness to occasionally support teams and attend alignment meetings across conflicting time zones.
4. Skills
- Exceptional capability to lead, motivate, and unite teams from diverse cultural and language backgrounds, building a unified, customer-centric support culture.
- A strong, results-driven mindset with the ability to take high-level direction from executive leadership and independently turn it into practical, ground-level operational procedures.
- Highly fluent in both tech and business languages. Exceptional capability to translate complex technical jargon into clear, empathetic communication for global stakeholders in English, with the added advantage of utilizing Mandarin/Chinese to bridge regional communication gaps and drive smoother alignment.
- High proficiency with enterprise ITSM ticketing platforms. Solid understanding of enterprise tech (Cloud, hybrid networks, identity management) to accurately anticipate how backend changes impact end-users.
- Calm and resilient under pressure; able to maintain stakeholder confidence and coordinate technical teams efficiently during critical system outages.
