Service Desk Manager

The Service Desk Manager is responsible for the overall strategy performance and leadership of Arrayas 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.

Supervisory Responsibilities

Provide direct leadership to Service Desk Team Leads across multiple 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 Team Leads to review performance challenges staffing needs and regional trends.

Oversee 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 onboarding and offboarding processes ensuring consistent training and access controls across regions.

Lead performance management feedback corrective actions and annual reviews for the Service Desk.

Promote a culture of accountability professionalism inclusion and continuous improvement across all locations.

Responsibilities

Own the Service Desk operating model ensuring standardized processes tools and service quality across all regions.

Manage and monitor daily 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 ly.

Define and maintain staffing plans shift models and capacity forecasts to support growth and changing client demands.

Establish and enforce ticket quality standards documentation requirements and knowledge management practices.

Track analyze and report on 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 Service Desk knowledge base SOPs and runbooks 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 Service Desk operations.

Drive training certification tracking and cross-skilling initiatives to build a resilient scalable support team.

7 years of IT support experience including MSP environments.

3 years in a management role overseeing distributed or 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 ly.

Strong analytical reporting and decision-making skills.

Comfortable handling executive-level client escalations.

Experience managing remote teams across multiple cultures and time zones.

Expectations

Deliver consistent high-quality Service Desk support across all regions.

Meet or exceed SLA and KPI targets.

Maintain high customer satisfaction scores across a multi-client multi-region environment.

Education

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.

Position Type and Expected Hours of Work

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.

Working Conditions and Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Ability to lift and carry up to 30 pounds as needed.

Must be comfortable operating a computer and/or other office productivity machinery