Global Service Desk Manager

Who We Are

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Formerra leads in the market with the following key capabilities:

• Problem-solving mindset based on ingenuity and backed by a skilled and experienced commercial team that brings differentiated insights across markets including healthcare consumer industrial and mobility
• Expansive material portfolio including engineering thermoplastics and traditional polymers across leading material brands
• Integrated long-standing relationships with leading global suppliers
• Unparalleled and highly specialized technical processing and design support
• Regulatory-compliant material support and expertise

Position Overview

The 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 multiregion Service Desk.
• Handson 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.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race color religion sex sexual orientation gender identity national origin protected veteran status disability age pregnancy genetic information creed citizenship status marital status or any other consideration prohibited by law or contract.
• NOTICE: Formerra is committed to ensuring a fair and legitimate recruitment process. We want to alert job applicants to the potential risk of recruitment scams and encourage caution when responding to unsolicited job postings or communications. If you receive a job offer without having explicitly applied through our website or a legitimate job board please be wary. We will never request sensitive personal informationsuch as your Social Security number birth date or banking detailsvia email. If you are uncertain about the legitimacy of a job posting or communication please contact us directly at.