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 continuous improvement across all support tiers, fostering a proactive, customer-focused support culture worldwide. Supervisory Responsibilities · Provide direct leadership to Service Desk Team Leads across multiple regions and oversee all Service Desk technicians worldwide. · Lead 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. · Oversee 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 all times. · Oversee onboarding and offboarding processes, ensuring consistent training and access controls across regions. · Lead performance management, feedback, corrective actions, and annual reviews for the Service Desk. · Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations. Responsibilities · Own the Service Desk operating model, ensuring standardized processes, tools, and service quality across all regions. · Manage and monitor daily Service Desk operations, ensuring tickets are properly routed, prioritized, and resolved within SLA targets. · Oversee high-priority incidents and escalations, ensuring timely resolution, clear communication, and consistent client experience ly. · Define and maintain staffing plans, shift models, and capacity forecasts to support growth and changing client demands. · Establish and enforce ticket quality standards, documentation requirements, and knowledge management 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 base, SOPs, and runbooks, ensuring accuracy, consistency, and continuous improvement. · Partner with Infrastructure, Security, 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, ConnectWise) and RMM platforms. · Proven ability to lead 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 all 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 related field (preferred). · Equivalent work experience in IT service management will be considered. · Certifications such as ITIL, CompTIA, or Microsoft 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