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Help Global Service Desk Jobs in Ohio (NOW HIRING)

RESILIENCE

Global Service Desk Manager

West Chester, OH · On-site

$130K - $193.75K/yr

The Digital Service Desk Manager leads the digital service desk team in delivering high-quality technical support for all end user services. This role involves managing day-to-day operations ...

GavinHeath

Service Desk Analyst

Vandalia, OH · On-site

$19.25 - $26.25/hr

The Service Desk Analyst is a member of the Global IT Service Desk Team that supports all employees ... to help others. Responsibilities: * Provide superior Customer Service and IT Support * Field ...

Amicis Global

Service Desk/ Technical Support

Columbus, OH · On-site

$16.50 - $21/hr

Service Desk Quality Analyst Location: Columbus, OH, Duration: 6-12 Months Job Summary: The Service Desk Agent is the first point of contact for users who call our IT Service Desk. While providing ...

Paul Mitchell

Service Desk Coordinator

Columbus, OH

Paul Mitchell The School Columbus is seeking a qualified Service Desk Coordinator to join our family! Our uniquely wonderful learning environment attracts the most qualified staff team members who ...

JConnect Infotech

Service Desk Support

Columbus, OH

$18.75 - $25.25/hr

Service Desk Support Service Desk Support (Assistive) A Service Desk Engineer requiring over 5+ ... similar helpdesk platforms effectively. Service Management • Collaborate with developers ...

CenterGrid LLC

Service Desk Technician

Cincinnati, OH · On-site

The Service Desk is directly involved in recording, troubleshooting, resolving or dispatching ... Help Desk Institute (HDI) certifications * Information Technology Infrastructure Library (ITIL ...

STI

Help Desk Analyst

Columbus, OH · On-site

$19.75 - $27/hr

Help Desk Analyst Location: Columbus, Ohio Duration: Long Term Description : * HDA1 to help IT ... Understanding of Desktop Support and Software Licensing Services. * Ability to image machines and ...

STI

Help Desk Analyst

Columbus, OH · On-site

$19.25 - $26.25/hr

Help Desk Analyst Location: Columbus, Ohio Duration: Long Term Description : * HDA1 to help IT ... Understanding of Desktop Support and Software Licensing Services. * Ability to image machines and ...

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Help Global Service Desk information

What are the key skills and qualifications needed to thrive as a Help Global Service Desk professional, and why are they important?

To excel as a Help Global Service Desk professional, you need strong troubleshooting abilities, familiarity with IT support protocols, and often a relevant IT certification such as CompTIA A+ or ITIL Foundation. Proficiency in ticketing systems (like ServiceNow or Jira), remote desktop tools, and knowledge of operating systems is typically required. Exceptional communication, patience, and problem-solving skills set top performers apart in this customer-facing role. These skills ensure efficient issue resolution, high user satisfaction, and reliable IT service delivery across global teams.

What are some common challenges faced by professionals working at a Help Global Service Desk, and how can they be managed?

Professionals at a Help Global Service Desk often encounter challenges such as managing high volumes of support requests from diverse time zones, addressing language or cultural differences, and troubleshooting issues remotely. Successfully navigating these challenges requires strong communication skills, adaptability, and effective use of ticketing and collaboration tools. Building technical expertise and staying updated on global company policies also help in providing consistent support, while teamwork and knowledge-sharing with colleagues ensure efficient problem resolution.

What is a Help Global Service Desk?

A Help Global Service Desk is a centralized support function that provides technical assistance and troubleshooting for users across different parts of an organization, often spanning multiple countries or regions. It handles IT-related queries, incidents, and service requests, ensuring that users receive timely support regardless of their location. This global approach helps standardize processes, streamline communication, and provide consistent service quality around the world.

Is CSR an entry level job?

A Customer Service Representative (CSR) role at a Help Global Service Desk is typically considered an entry-level position, often requiring minimal prior experience. It usually involves basic communication skills, problem-solving, and familiarity with help desk tools, making it accessible to those starting their IT or customer service careers.

What is the difference between Help Global Service Desk vs Help Desk Technician?

AspectHelp Global Service DeskHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI-SAT
Work EnvironmentGlobal, multi-location, 24/7 supportOffice-based, local or remote support
Employer & IndustryLarge corporations, IT service providersSmall to medium businesses, IT support firms

The Help Global Service Desk typically handles support across multiple locations and time zones, requiring advanced certifications and broader scope. Help Desk Technicians focus on local or specific user issues, often with less complex responsibilities. Both roles require strong customer service skills, but the Global Service Desk involves more coordination and technical expertise.

What are popular job titles related to Help Global Service Desk jobs in Ohio? For Help Global Service Desk jobs in Ohio, the most frequently searched job titles are:
What job categories do people searching Help Global Service Desk jobs in Ohio look for? The top searched job categories for Help Global Service Desk jobs in Ohio are:
What cities in Ohio are hiring for Help Global Service Desk jobs? Cities in Ohio with the most Help Global Service Desk job openings:
Help Global Service Desk jobs near you
Global Service Desk Manager

Global Service Desk Manager

RESILIENCE

West Chester, OH • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 25 days ago

Job description

A career at Resilience is more than just a job - it's an opportunity to change the future.
Resilience is a technology-focused biomanufacturing company that's changing the way medicine is made. We're building a sustainable network of high-tech, end-to-end manufacturing solutions to better withstand disruptive events, serve scientific discovery, and reach those in need.
For more information, please visit www.resilience.com
Job Summary:
The Digital Service Desk Manager leads the digital service desk team in delivering high-quality technical support for all end user services. This role involves managing day-to-day operations, monitoring service levels, and implementing strategies to improve the overall efficiency of the service desk. The manager will oversee incidents and request management, drive service excellence, and ensure alignment with IT governance, security, and business objectives. This role requires a hands-on leader who can actively engage in ticket triage, incident resolution, and major incident management when needed.
Key Responsibilities:
  • Manage Service Desk Operations: Lead distributed 24/7 support teams. Oversee daily service desk activities, ensuring timely response to support requests, incident resolution, and service delivery. Drive standardization while respecting regional nuances.
  • Team Leadership: Lead and mentor a team of service desk technicians, providing guidance on technical issues, career development, and best practices.
  • Service Level Management: Monitor service levels, ensuring that service desk objectives such as response times, ticket resolution times, and customer satisfaction are met or exceeded.
  • Operational Excellence: Strong command of ITIL processes (Incident, Request, Problem, Change). Define and monitor SLAs, and KPIs. Drives continuous service improvement.
  • Incident and Problem Management: Ensure incidents are accurately logged, prioritized, and resolved according to service level agreements (SLAs). Facilitate root cause analysis and problem resolution.
  • User Support: Coordinate support for end-users across multiple channels (phone, email, chat, etc.) for digital platforms, software, hardware, and network-related issues.
  • Knowledge Management: Maintain an up-to-date knowledge base, ensuring that support documentation is accessible and current for both the service desk team and users.
  • Continuous Improvement: Implement service desk improvement initiatives to enhance efficiency and user experience. Track metrics and analyze trends for process improvement.
  • Technology Integration: Collaborate with other IT teams to support integration and updates to digital tools, ensuring seamless service delivery.
  • Reporting: Generate regular reports on service desk performance, incident trends, and customer feedback. Present findings and recommendations to senior management.
  • Budget Management: Manage the service desk budget, including resource allocation, tools, and training.

Minimum Qualifications:
  • Significant experience in IT service management frameworks (e.g., ITIL).
  • Proven experience in a leadership role, including team management and operational oversight.
  • Proficiency in ITSM software and tools.
  • Excellent problem-solving and communication skills.
  • Ability to lead and motivate a team.
  • Experience with data analysis and reporting.

Preferred Qualifications:
  • Education: Bachelor's degree in information technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are advantageous.
  • Experience: 12+ years of experience in IT service management, with at least 5 years in a leadership role.
  • Experience with ServiceNow, Okta, Microsoft
  • Experience in managing local and remote teams
  • Familiarity with digital transformation projects
  • Strong understanding of customer service principles

Sponsorship or support for work authorization, including visas, is not available for this position.
Resilience is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, physical or mental disability, genetic information, or characteristic, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Requests for reasonable accommodation can be made at any stage of the recruitment process.
Resilience offers employees a robust total rewards program including an annual cash bonus program, a 401(k) plan with a generous company match and our benefits package which is thoughtfully designed to support our employees with great healthcare (including medical, dental and vision), family building benefits, life and disability insurance, paid vacation, paid holidays, other paid leaves of absence, tuition reimbursement and support for caregiving needs. Our target base pay hiring range for this position is $130,000.00 - $193,750.00 per year. Actual base pay is dependent upon a number of factors, including but not limited to, the candidate's geographical location, relevant experience, qualifications, skills and knowledge. Excited about Resilience? We encourage you to apply and start a conversation with one of our recruiters.

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