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Global Service Desk Jobs (NOW HIRING)

Formerra

Global Service Desk Manager

Romeoville, IL · Hybrid

P osition Overview The Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia. This ...

TEKsystems

Service Desk Representative

Ann Arbor, MI · Hybrid

$22/hr

Description Service Desk Representatives support multiple locations, private practices, hybrid ... About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology ...

TEKsystems

Service Desk Representative

Ann Arbor, MI · Hybrid

$22/hr

Description Service Desk Representatives support multiple locations, private practices, hybrid ... About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology ...

Brooks Running

Manager, IT Service Desk

Seattle, WA · On-site

Lead a team of technology professionals to provide global service desk services for the Brooks organization. * Champion a customer obsession mindset in your team and across the organization. * Build ...

Dresner Group

Service Desk Engineer

Columbia, MD · On-site

As our largest team, our Global Service Desk is a technical powerhouse, full of a wide-range of technical skills and experiences that you will be able to learn from. You will get the opportunity to ...

Dresner Group

Service Desk Engineer

Columbia, MD

As our largest team, our Global Service Desk is a technical powerhouse, full of a wide-range of technical skills and experiences that you will be able to learn from. You will get the opportunity to ...

Sonoma Consulting Inc.

Service Desk Analyst

Glenview, IL

$20.25 - $27.50/hr

We have an exciting career opportunity for a highly motivated Service Desk Analyst, who will be a member of our Global Service Desk team located in Glenview, IL. The successful candidate will be ...

PSA BDP

IT Service Desk Admin

Houston, TX · On-site

Maintain and improve Global Service Desk procedures and documentation. * Execute and track compliance tasks, controls, and audit-related activities. * Create, review, and update IT policies ...

Sonoma Consulting Inc.

IS Service Desk Analyst

Glenview, IL · On-site

$20.25 - $27.50/hr

Company Description Sonoma Consulting is one of the fastest growing Global IT Consulting and ... We have an exciting career opportunity for a highly motivated Service Desk Analyst, who will be a ...

TEKsystems

Service Desk Analyst

Oshkosh, WI

$18 - $20/hr

Our client is looking to add a Service Desk Technician to their Help Desk team. This will be a 12 ... About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology ...

TEKsystems

Service Desk Representative

Detroit, MI

$22/hr

Seeking Service Desk Representatives for a major healthcare client, supporting devices and ... About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology ...

Sonoma Consulting Inc.

Service Desk Analyst

Glenview, IL · On-site

$20.25 - $27.50/hr

... Global Service Desk team located in our Glenview, IL office. The successful candidate will be ... highly motivated with a solid technical support background, great communication and customer ...

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How much do global service desk jobs pay per hour?

As of Aug 2, 2026, the average hourly pay for global service desk in the United States is $23.89, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $26.92 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive in the Global Service Desk position, and why are they important?

To thrive as a Global Service Desk professional, you need strong troubleshooting skills, a solid understanding of IT fundamentals, and often a degree or certification in information technology or a related field. Familiarity with IT service management (ITSM) tools like ServiceNow or Remedy, experience with remote support platforms, and certifications such as ITIL or CompTIA A+ are commonly required. Excellent communication, cultural awareness, and problem-solving abilities help you interact effectively with diverse users around the world. These skills and qualities are essential for providing timely, effective support across multiple time zones and ensuring consistent service levels in a global organization.

What is a Global Service Desk job?

A Global Service Desk job involves providing IT and technical support to users across different regions and time zones. Responsibilities include troubleshooting hardware and software issues, assisting with account access, and escalating complex problems to specialized teams. The role requires strong communication skills, problem-solving abilities, and knowledge of various IT systems. It plays a crucial part in ensuring smooth business operations by minimizing downtime and resolving technical issues efficiently.

What are the typical responsibilities of a Global Service Desk professional on a daily basis?

A Global Service Desk professional typically handles incoming technical support requests from users worldwide, either by phone, email, or ticketing system. Daily tasks include troubleshooting hardware and software issues, escalating complex problems to specialized teams, and ensuring timely resolution of IT incidents. You'll also maintain detailed records of support activities, provide guidance for commonly asked questions, and help document solutions for recurring problems. This role often involves collaborating with other IT departments and adhering to global standards for service quality and performance.

More about Global Service Desk jobs
What are the most commonly searched types of Global Service Desk jobs? The most popular types of Global Service Desk jobs are:
What states have the most Global Service Desk jobs? States with the most job openings for Global Service Desk jobs include:
What job categories do people searching Global Service Desk jobs look for? The top searched job categories for Global Service Desk jobs are:
Global Service Desk jobs near you
Infographic showing various Global Service Desk job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 20% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $49,688 per year, or $23.9 per hour.

Global Service Desk Manager

Formerra

Romeoville, IL • Hybrid

Other

Re-posted 10 days ago

Job description

Position Overview

The Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia. This role provides operational leadership for a 24x7, follow-the-sun Service Desk delivered through an outsourced support provider, with a strong emphasis on service quality, operational governance, and continuous improvement.

This position requires a hands-on, execution-oriented leader who thrives in a structured corporate environment and effectively balances day-to-day operations, vendor accountability, process discipline, and clear communication with IT leadership and business stakeholders.

Essential Duties and Responsibilities:

  • Own day-to-day operations of a 24x7 global Service Desk, ensuring consistent, reliable support across all regions.
  • Manage incidents, service requests, escalations, and major incidents within Jira Service Management; serve as the primary escalation point for critical and high-impact issues.
  • Monitor and report on service performance against SLAs, KPIs, and customer satisfaction metrics.
  • Lead governance of the outsourced Service Desk provider, including staffing, coverage, service quality, and contractual compliance.
  • Conduct regular operational reviews with vendors, focusing on performance trends, risks, and continuous improvement actions.
  • Coordinate closely with internal IT teams (Infrastructure, Security, Applications) to ensure seamless end-to-end support.
  • Define, maintain, and continuously improve Service Desk processes aligned with ITIL best practices.
  • Administer and optimize Jira Service Management, including workflows, automation, queues, and reporting.
  • Drive improvements in first-contact resolution, backlog reduction, knowledge management, self-service, and automation.
  • Provide clear, concise operational reporting to IT leadership and communicate service performance, risks, and improvement initiatives to business stakeholders.
  • Support audits, compliance requirements, and internal IT governance processes.

Qualifications:

Required Qualifications

  • 8+ years of experience in IT support or service management.
  • Prior experience managing a global or multiregion Service Desk.
  • Handson experience with Jira Service Management.
  • Proven experience managing outsourced or managed service providers.
  • Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge).
  • Strong communication skills and comfort operating in a structured corporate environment.

Preferred Qualifications

  • ITIL Foundation or higher certification.
  • Experience supporting complex, enterprise IT environments.
  • Experience driving measurable service improvements through data and metrics.

Work Environment:

  • Physical & Social Setting:
    • Hybrid: A mix of office and remote work.
  • Work Conditions: choose from one of the following options:
    • Physical Demands: Ability to sit and use a computer for extended periods. Ability to lift up to 5 pounds.
    • Work Hours: Standard business hours
    • Travel Requirements: Willingness to travel up to 10% (or as needed) for client meetings, industry events, or team gatherings.

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About Formerra

Sourced by ZipRecruiter

Industry

Plastics product manufacturing

Company size

201 - 500 Employees

Headquarters location

Romeoville, IL, US

Year founded

2022

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