Support Desk Manager

We are seeking a Support Desk Manager to oversee a global support desk team of 5 to 15 leads responsible for managing service tickets, incident resolution, and user / client support across the organization. This role is pivotal in ensuring high-quality, timely, and efficient support services while driving continuous improvement and operational excellence.

You will lead the team in handling technical issues, managing escalations, and maintaining service levels using ServiceNow. As part of a global support function, you will collaborate with cross-regional teams, implement best practices, and ensure consistent service delivery across time zones.

Experience:

· 6+ years of experience in IT support or service desk operations, with 2+ years in a leadership role.

· Hands-on experience with ServiceNow or similar ITSM platforms.

· Strong understanding of ITIL framework and service management principles.

· Proven ability to manage global support opera...