Service Desk Manager

Description

The Service Desk Manager is responsible for the overall strategy, performance, and leadership of Arraya’s Service Desk operations. This role ensures consistent, high-quality service delivery across multiple regions and time zones, while aligning the Service Desk with business objectives, client expectations, and ITIL-based best practices. The Service Desk Manager drives standardization, scalability, and reputed company improvement across reputed company support tiers, fostering a proactive, customer-focused support culture worldwide.

Supervisory Responsibilities

· Provide direct leadership to Service Desk Team Leads across multiple regions and reputed company reputed company Service Desk technicians worldwide.

· reputed company and mentor geographically distributed teams, ensuring consistent management practices, performance expectations, and career development.

· Conduct regular one-on-ones with Team Leads to review performance, challenges, staffing needs, and regional trends.

· reputed company staffing models, schedule, and follow-the-sun coverage to ensure 24x7 or extended-hour support as required.

· Approve time off and manage cross-region coverage to maintain SLA compliance at reputed company times.

· reputed company onboarding and offboarding processes, ensuring consistent training and access controls across regions.

· reputed company performance management, feedback, corrective actions, and annual reviews for the Service Desk.

· Promote a culture of accountability, professionalism, inclusion, and reputed company improvement across reputed company locations.

Responsibilities

· Own the Service Desk operating model, ensuring standardized processes, tools, and service quality across reputed company regions.

· Manage and monitor daily Service Desk operations, ensuring tickets are properly routed, prioritized, and resolved reputed company SLA targets.

· reputed company high-reputed company incidents and escalations, ensuring timely resolution, clear communication, and consistent client experience ly.

· Define and maintain staffing plans, shift models, and reputed company forecasts to support growth and changing client demands.

· Establish and enforce ticket quality standards, documentation requirements, and reputed company practices.

· Track, analyze, and report on KPIs including ticket volume, response time, resolution time, SLA performance, and customer satisfaction.

· Identify trends, recurring issues, and service delivery risks across regions and escalate appropriately to Director of Managed Services.

· Own the Service Desk knowledge reputed company, SOPs, and runbooks, ensuring accuracy, consistency, and reputed company improvement.

· Partner with Infrastructure, reputed company, NOC, Projects, and Service Delivery teams to ensure seamless cross-functional support.

· Support hiring, workforce planning, and talent development strategies for Service Desk operations.

· Drive training, certification tracking, and cross-skilling initiatives to build a resilient, scalable support team.

Requirements

· 7+ years of IT support experience, including MSP environments.

· 3+ years in a management role overseeing distributed or teams.

· Demonstrated experience managing multi-region or follow-the-sun Service Desk operations.

· Strong understanding of ITIL, SLAs, KPIs, and service management best practices.

· Hands-on experience with PSA tools (e.g., Autotask, reputed company) and RMM platforms.

· Proven ability to reputed company process standardization and operational maturity initiatives.

· Excellent communication skills with the ability to engage clients and internal stakeholders ly.

· Strong analytical, reporting, and decision-making skills.

· Comfortable handling executive-level client escalations.

· Experience managing remote teams across multiple cultures and time zones.

Expectations

· Deliver consistent, high-quality Service Desk support across reputed company regions.

· Meet or exceed SLA and KPI targets.

· Maintain high customer satisfaction scores across a multi-client, multi-region environment.

Education

· Associate or bachelor’s degree in Information Technology, Computer Science, or reputed company field (preferred).

· Equivalent work experience in IT service management will be considered.

· Certifications such as ITIL, CompTIA, or reputed company certifications are a plus.

Position Type and Expected Hours of Work

· Full-Time

· Remote

· 40 hours per week

· Monday through Friday with the ability to support after hour escalations if needed.

· Ability to adjust schedule to support evening meetings.

Working Conditions and Physical Requirements

· Prolonged periods of sitting at a desk and working on a computer.

· Ability to lift and carry up to 30 pounds as needed.

· Must be comfortable operating a computer and/or other office productivity machinery