Service Desk Manager – Global Managed Services

About the role

CloudPSO is launching a 24/7 Global Service Desk to deliver enterprise‑grade IT support worldwide. We are looking for an experienced Service Desk Manager to design, build, and lead this operation from the ground up, ensuring high‑quality service delivery and a seamless customer experience.

Key responsibilities

• Design and implement the 24/7 Global Service Desk, defining L1/L2 operating models, shift schedules, and coverage requirements.
• Create and maintain Service Desk policies, SOPs, ticket priorities, workflows, and escalation procedures.
• Select and deploy ITSM, telephony, remote‑support, and documentation tools.
• Develop customer onboarding, transition, and shift‑handover processes.
• Determine staffing needs, recruit L1/L2 personnel, and build shift schedules.
• Train, coach, and mentor Service Desk staff, develop future leaders, and conduct performance reviews.
• Monitor ticket queues, SLA compliance, and intervene to prevent breaches.
• Manage operational and customer escalations, coordinate L1‑L3, vendor, and customer interactions.
• Lead customer meetings, monthly service reviews, and quarterly business reviews, presenting performance metrics and improvement recommendations.

Required profile

• Proven experience leading Service Desk or IT support operations.
• Hands‑on background in building a Service Desk from scratch, including process design and staffing.
• Strong knowledge of SLA definition, measurement, and management.
• Demonstrated ability to manage 24/7 shift coverage and multi‑customer environments.
• Excellent communication skills for senior customer interaction and escalation handling.

Required skills

• ITSM platforms
• Telephony systems
• Remote support tools
• Ticketing and documentation systems
• SLA management