Global Service Desk Manager

CloudPSO

. Lead service desk team leads and analysts; set performance expectations, coach the team, and support hiring, onboarding, and training .

Posted 11/7/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service desk management, including team leadership, SLA management, and incident resolution. Proficient in ITIL practices and experienced with ITSM platforms to enhance client support operations.

Highest-signal resume keywords

IT Service Desk ManagementSLA ManagementITIL Service ManagementITSM Platform ExperienceTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTicket TriageEscalation ManagementPerformance TrackingClient Service ReviewsAutomation of Repetitive WorkTechnical Support OperationsCloud ServicesNetworkingMicrosoft 365

Soft Skills

Strong Written CommunicationStrong Verbal Communication

Tools & Technologies

ServiceNowJira Service ManagementFreshserviceConnectWise

Certifications & Qualifications

ITIL Certification

Industry Keywords

Managed Service Provider ExperienceClient-Facing EnvironmentOnboarding New Client AccountsShift Coverage PlanningKnowledge Articles

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Lead service desk team leads and analysts; set performance expectations, coach the team, and support hiring, onboarding, and training
Plan staffing and shift coverage to meet client support hours
Ensure open incidents and priority requests have a clear owner at every handoff
Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests
Coordinate major incidents with technical teams and vendors
Keep clients informed through resolution and follow up on corrective actions
Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction
Turn recurring issues into specific improvement plans
Lead client service reviews, explain performance trends, and follow through on agreed actions
Maintain runbooks, escalation paths, and knowledge articles
Identify opportunities to automate repetitive work and improve self-service
Partner with infrastructure, cloud, security, and application teams to onboard new clients and services into support with clear ownership and procedures

Requirements

What you’ll need

5+ years in IT service desk or technical support operations, including experience managing a team
Experience running support across multiple shifts, locations, or client accounts
Track record of managing SLAs, escalations, and major incidents in a client-facing environment
Working knowledge of ITIL service management practices
Experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise
Technical depth involving Microsoft 365, identity and access, endpoints, networking, and cloud services
Strong written and verbal communication skills
Preferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk