Global Service Desk Manager

About the role

CloudPSO is hiring a Global Service Desk Manager for a remote position. You will lead day-to-day IT support for clients across multiple time zones, manage a distributed team, own service delivery against client SLAs and act as the escalation point for urgent issues. The role combines people management with hands-on service operations.

Key responsibilities

• Lead service desk team leads and analysts, set performance expectations, coach the team and support hiring, onboarding and training.
• Plan staffing and shift coverage to meet client support hours, ensuring every incident and priority request has a clear owner at each handoff.
• Own ticket triage, prioritization, escalation and follow-through, and coordinate major incidents with technical teams and vendors while keeping clients informed.
• Track SLA attainment, response and resolution times, backlog aging, first-contact resolution and customer satisfaction, and turn recurring issues into improvement plans.
• Lead client service reviews, explain performance trends and follow through on agreed actions.
• Maintain runbooks, escalation paths and knowledge articles, and identify opportunities to automate repetitive work and improve self-service.
• Partner with infrastructure, cloud, security and application teams to bring new clients and services into support with clear ownership and procedures.

Required profile

• 5+ years in IT service desk or technical support operations, including experience managing a team.
• Experience running support across multiple shifts, locations or client accounts.
• Track record of managing SLAs, escalations and major incidents in a client-facing environment.
• Strong written and verbal communication skills, especially when explaining incidents and trade-offs to clients and leadership.
• Preferred: managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk.

Required skills

• Working knowledge of ITIL service management practices.
• Experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice or ConnectWise.
• Technical depth to guide escalations involving Microsoft 365, identity and access, endpoints, networking and cloud services.