Senior Manager, Global IT Service Desk

As the Senior Manager, Global IT Service Desk, you will lead and mentor our end-user support team, ensuring the delivery of exceptional technical assistance to all employees. This role demands a strong blend of technical expertise and excellent customer service skills. Key responsibilities include the leadership, training, and support of the Service Desk team, the management of the entire ticket escalation process, hardware operations, AV operations, and the resolution of critical and complex technical issues. This role reports directly to the Director of IT.

Key Responsibilities: IT Service Desk Leadership and Operations

• Team Leadership and Development: Lead, coach, and develop the IT Service Desk team, overseeing daily operations and setting performance metrics to ensure high-quality service delivery.
• Customer Service Excellence: Guarantee exceptional, end-to-end customer service for all end-users, whether interacting in person or remotely.
• Process Improvement and Documentation: Identify, implement, and document new processes and improvements to enhance the Service Desk's efficiency and effectiveness. Proactively bring new ideas and identified workflow improvements to senior leadership.
• Deliver premium, high-touch ("white-glove") technical support to executive leaders.
• Hardware and Asset Management: Manage the lifecycle of company hardware, including purchasing, configuration, deployment, and tracking. Maintain an accurate inventory of laptops, monitors, and peripherals.
• Performance Monitoring and Reporting: Define, track, and report on critical Service Level Metrics (SLMs) such as response time, resolution time, and end-user satisfaction. Generate regular reports on team and individual performance to drive accountability and continuous improvement.
• Technical Oversight and Escalation Management: Oversee endpoint management utilizing tools like Jamf, Intune, or equivalent Windows device management systems. Provide senior leadership in the resolution of complex and critical IT issues and escalations.

Key Cross-Functional Collaborations

• Workforce Management: Collaborate with Human Resources (HR) to optimize the employee lifecycle processes.
• System Integ