Service Desk Manager

• The Service Desk Manager is responsible for the overall strategy performance and leadership of Arrayas global Service Desk operations.
  
  
• This role ensures consistent high-quality service delivery across multiple regions and time zones while aligning the Service Desk with business objectives client expectations and ITIL-based best practices.
  
  
• The Service Desk Manager drives standardization scalability and continuous improvement across all support tiers fostering a proactive customer-focused support culture worldwide.
  
  

• Provide direct leadership to Service Desk Team Leads across global regions and oversee all Service Desk technicians worldwide.
  
• Lead and mentor geographically distributed teams ensuring consistent management practices performance expectations and career development.
  
• Conduct regular one-on-ones with global Team Leads to review performance challenges staffing needs and regional trends.
  
• Oversee global staffing models schedule and follow-the-sun coverage to ensure 24x7 or extended-hour support as required.
  
• Approve time off and manage cross-region coverage to maintain SLA compliance at all times.
  
• Oversee global onboarding and offboarding processes ensuring consistent training and access controls across regions.
  
• Lead performance management feedback corrective actions and annual reviews for the Global Service Desk.
  
• Promote a culture of accountability professionalism inclusion and continuous improvement across all locations.
  
  

• Own the global Service Desk operating model ensuring standardized processes tools and service quality across all regions.
  
• Manage and monitor daily global Service Desk operations ensuring tickets are properly routed prioritized and resolved within SLA targets.
  
• Oversee high-priority incidents and escalations ensuring timely resolution clear communication and consistent client experience globally.
  
• Define and maintain global staffing plans shift models and capacity forecasts to support growth and changing client demands.
  
• Establish and enforce global ticket quality standards documentation requirements and knowledge management practices.
  
• Track analyze and report on global KPIs including ticket volume response time resolution time SLA performance and customer satisfaction.
  
• Identify trends recurring issues and service delivery risks across regions and escalate appropriately to Director of Managed Services.
  
• Own the global Service Desk knowledge base SOPs and run books ensuring accuracy consistency and continuous improvement.
  
• Partner with Infrastructure Security NOC Projects and Service Delivery teams to ensure seamless cross-functional support.
  
• Support hiring workforce planning and talent development strategies for global Service Desk operations.
  
• Drive training certification tracking and cross-skilling initiatives to build a resilient scalable global support team.
  

• Deliver consistent high-quality Service Desk support across all global regions.
  
• Meet or exceed global SLA and KPI targets.
  
• Maintain high customer satisfaction scores across a multi-client multi-region environment.
  
• Ensure full global coverage and effective hand-offs between regions. Resolve escalations quickly and effectively with clear ownership and communication.
  
• Continuously improve processes tools and team performance at a global scale.
  
• Provide accurate actionable reporting to Managed Services leadership.
  
• Model strong leadership communication and a people-first client-first mindset.
  

Requirements

• 7 years of IT support experience including MSP environments.
  
• 3 years in a management role overseeing distributed or global teams.
  
• Demonstrated experience managing multi-region or follow-the-sun Service Desk operations.
  
• Strong understanding of ITIL SLAs KPIs and service management best practices.
  
• Hands-on experience with PSA tools (e.g. Autotask ConnectWise) and RMM platforms.
  
• Proven ability to lead process standardization and operational maturity initiatives.
  
• Excellent communication skills with the ability to engage clients and internal stakeholders globally.
  
• Strong analytical reporting and decision-making skills.
  
• Comfortable handling executive-level client escalations.
  
• Experience managing remote teams across multiple cultures and time zones.
  
  

• Associate or bachelors degree in Information Technology Computer Science or related field (preferred).
  
• Equivalent work experience in IT service management will be considered.
  
• Certifications such as ITIL CompTIA or Microsoft certifications are a plus.
  

• Full-Time
  
• Remote
  
• 40 hours per week
  
• Monday through Friday with the ability to support after-hour escalations if needed.
  
• Ability to adjust schedule to support evening meetings.