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Global IT Service Desk Manager

ManagerManagerFull TimeRemoteTeam 1,001-5,000Since 2011H1B No SponsorCompany Site LinkedIn

Location

New York

Posted

66 days ago

Salary

$109K - $144K / year

Bachelor Degree10 yrs expEnglishITSMJamf

Job Description

• Lead, mentor, and grow a team of Service Desk professionals • Own daily operations of global IT service delivery • Establish, track, and continuously improve SLAs, KPIs, and service performance metrics • Act as an escalation point and incident leader for high-severity or business-critical issues • Design, document, and continuously refine Service Desk processes, playbooks, and runbooks • Partner cross-functionally with Engineering, Security, Workplace IT, and other Tier 2/3 teams • Drive automation and AI initiatives to reduce manual effort • Operationalize and mature the IT asset management lifecycle • Champion knowledge management • Manage vendor relationships and support contracts • Support audit, compliance, and information security initiatives • Participate in budgeting, forecasting, and procurement activities • Provide on-call leadership and escalation support during critical outages • Travel as needed to FBG offices and events

Job Requirements

10 years of experience in IT operations or service delivery
5 years in a people management or team lead role
Strong technical foundation in end-user computing, enterprise IT systems, and modern ITSM platforms.
Proven experience leading Service Desk teams in high-growth, high-velocity environments.
Hands-on expertise with tools such as Jira, Confluence, Google Workspace, Okta, Slack, Oomnitza, and MDM platforms (e.g., Jamf, Workspace ONE).
High proficiency in designing and implementing automation and/or AI-driven service management solutions.
HDI Support Center Manager or HDI Team Lead certification strongly preferred.
Working knowledge of ITIL v4, KCS, and service management frameworks.
Demonstrated success managing KPIs and SLAs and driving measurable service improvements through analytics and continuous improvement initiatives.
Strong leadership, communication, and interpersonal skills.
Exceptional written and verbal communication skills.
Highly organized, detail-oriented, and capable of managing multiple priorities in a dynamic environment.
Experience managing vendor relationships, contracts, and escalations.