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Manager 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 ...

Brooks Running

Manager, IT Service Desk

Seattle, WA · On-site

As the Manager, IT Service Desk at Brooks, you are responsible for providing vision and leadership ... Lead a team of technology professionals to provide global service desk services for the Brooks ...

Packsize

Service Desk Manager

Salt Lake City, UT · On-site

Lead day-to-day operations of the global service desk, including ticket workflows, endpoint support ... Manage IT inventory (laptops, phones, etc.) and coordinate hardware orders for global users.

Packsize

Service Desk Manager

Louisville, KY · On-site

Lead day-to-day operations of the global service desk, including ticket workflows, endpoint support ... Manage IT inventory (laptops, phones, etc.) and coordinate hardware orders for global users.

Dresner Group

Service Desk Engineer

Columbia, MD · On-site

Company Description Founded in 2002 to provide quality IT advisory, implementation, and management ... As our largest team, our Global Service Desk is a technical powerhouse, full of a wide-range of ...

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 ...

Dresner Group

Service Desk Engineer

Columbia, MD

Company Description Founded in 2002 to provide quality IT advisory, implementation, and management ... As our largest team, our Global Service Desk is a technical powerhouse, full of a wide-range of ...

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 ...

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Manager Global Service Desk information

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How much do manager global service desk jobs pay per year?

As of Aug 4, 2026, the average yearly pay for manager global service desk in the United States is $94,518.00, according to ZipRecruiter salary data. Most workers in this role earn between $71,000.00 and $112,500.00 per year, depending on experience, location, and employer.

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

To thrive as a Manager Global Service Desk, you need strong leadership abilities, IT service management knowledge (often supported by a bachelor's degree and ITIL certification), and experience overseeing technical support teams. Familiarity with service desk platforms like ServiceNow, ticketing systems, and incident management tools is typically required. Excellent communication, problem-solving, and cross-cultural collaboration skills help foster team performance and customer satisfaction in a global environment. These skills and qualities are crucial for ensuring consistent, high-quality IT support across diverse regions and time zones.

What does a Manager Global Service Desk do?

A Manager Global Service Desk oversees the operations of a company's IT service desk teams across different regions or countries. They are responsible for ensuring high-quality technical support, establishing service standards, and managing staff performance on a global scale. Their role includes streamlining processes, resolving escalated issues, coordinating between different regions, and implementing best practices. They also monitor service metrics, manage resources, and contribute to overall IT strategy to ensure seamless support for users worldwide.

How does a Manager Global Service Desk typically coordinate with international teams to ensure consistent IT support standards?

A Manager Global Service Desk often collaborates closely with IT teams across various regions to align on service protocols, escalation procedures, and performance metrics. This involves regular virtual meetings, unified ticketing systems, and standardized documentation to maintain consistency. Managing time zones, cultural differences, and varying local regulations can be challenging but is essential to provide seamless, 24/7 support. Effective communication and leadership skills are key to fostering collaboration and ensuring all teams adhere to global service standards.
What cities are hiring for Manager Global Service Desk jobs? Cities with the most Manager Global Service Desk job openings:
What are the most commonly searched types of Global Service Desk jobs? The most popular types of Global Service Desk jobs are:
Manager Global Service Desk jobs near you
Infographic showing various Manager 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 $94,518 per year, or $45.4 per hour.

Global Service Desk Manager

Formerra

Romeoville, IL • Hybrid

Other

This job post has expired today. Applications are no longer accepted.

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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