We are looking for an experienced Service Desk Manager to lead a team of mid-level to senior engineers, responsible for delivering a premium, "white glove" IT support service. This team manages the technical needs of high-profile clients, providing end-to-end support for all IT-related issues. The Service Desk Manager will lead a globally distributed team of 15 to 20 engineers and ensure seamless service delivery, applying best practices in IT service management.
This position requires a skilled individual with at least 5 years of service desk or service management experience, a strong understanding of ITIL best practices, and the emotional intelligence to handle high-profile clients.
Key Responsibilities: Team Leadership: Manage a team of 15-20 mid-level to senior engineers who provide IT support across globally distributed locations, including the USA, UK, Luxembourg, South Africa, Singapore, and China.Service Delivery: Lead the team in offering premium "white glove" support, ensuring that all service requests are handled efficiently, from ticket dispatching and escalation to vendor management.ITIL Process Implementation: Drive the adoption and continuous improvement of ITIL processes, ensuring that the team adheres to industry best practices and meets auditor requirements.Stakeholder Engagement: Work closely with financial teams and high-net-worth individuals to ensure satisfaction and address any service delivery challenges with a calm and assertive approach.Continuous Improvement: Foster a service management-focused culture by identifying areas for improvement and implementing governance reporting to maintain a high standard of service.Essential Qualifications and Skills: Minimum 5 years of experience in service desk or service management roles.Certified in ITIL Foundation Level; further certifications in Change Management and Problem Management are highly desirable.Demonstrable experience in using ServiceNow ITSM, Microsoft 365, Microsoft Azure, and Microsoft Teams.Strong leadership and emotional intelligence to manage both the internal team and external stakeholders.Ability to drive process improvements and implement best practices under pressure.Preferred Experience: 5-7 years of experience leading a technical team.ServiceNow administration experience is a plus.This role demands a highly organized, process-driven individual who can thrive in a high-pressure environment and manage both operational and technical aspects of a service desk. If you are ready to take on this challenge and contribute to a prestigious organization, we invite you to apply.
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