Job Overview This position offers a unique opportunity to lead and develop a high-performing team, driving excellence in service delivery and fostering a customer-centric culture. About the Role - We seek an experienced Senior Manager to oversee the day-to-day operations of the Global Employee Technology Service Desk, ensuring timely and effective resolution of incidents and service requests. - The ideal candidate will inspire and guide a team of managers and technical analysts, setting clear goals, priorities, and performance expectations aligned with KPIs and business objectives. The Senior Manager will be responsible for building and maintaining strong relationships with internal business partners, vendors, and global stakeholders, while identifying and implementing process improvements and collaborating on automation opportunities and technology enhancements. Accountabilities 1. Champion a customer-focused culture to deepen client relationships and leverage broader partnerships. 2. Operational Excellence: Oversee day-to-day operations, ensuring timely and effective resolution of incidents and service requests. 3. Leadership & People Management: Inspire, guide, and develop a high-performing team by setting clear goals, priorities, and performance expectations aligned with KPIs and business objectives. 4. Stakeholder Engagement: Build and maintain strong relationships with internal business partners, vendors, and global stakeholders. 5. Strategic Planning & Innovation: Identify and implement process improvements, collaborate on automation opportunities and technology enhancements, and lead capacity planning and resource optimization to meet evolving business needs. 6. Governance & Risk Management: Ensure effective and efficient operations by embedding values, code of conduct, and global sales principles into day-to-day practices. Key Requirements - Bachelor's degree in computer science, Information Technology, or a related field. - 8+ years of relevant IT service delivery experience, including 5+ years in a leadership role managing large, distributed teams and complex Service Desk environments. - Strong understanding of standards and methodology. - Strong written and verbal communication skills, with experience leading client presentations and maintaining ongoing communication. - Working understanding of Microsoft technologies (Windows 10/11, Office 365, Exchange, Teams), Mac OS, mobile platforms (iOS/Android), and remote support tools (e.g., Bomgar). - Proficiency in Active Directory, basic network management (TCP/IP, DNS, DHCP), and endpoint management. - Strong knowledge of the ITIL framework and hands-on experience with enterprise ITSM platforms e.g. Service Now. - Experience in global or multi-regional support environments. - ITIL, or equivalent certifications. Working Conditions When required, non-standard office working hours for scheduled implementations or while on rotational 24x7 on-call support; Limited travel internationally.