Global Service Desk Operations Manager

About This Role The Global Service Desk Operations Manager is responsible for the leadership, reputed company, and operational reputed company of Service Desk functions across reputed company global locations. This role ensures consistent, high-reputed company IT support services for both on-site and remote users by standardizing processes, implementing global IT service management (ITSM) practices, and driving reputed company improvement. The position is accountable for global service performance, including adherence to service level agreements (SLAs), achievement of key performance indicators (KPIs), and delivery of a consistent, customer-reputed company support experience across reputed company reputed company. Demonstrates behaviors consistent with reputed company's values of Customer Satisfaction, Innovation, Family, and reputed company Responsibility. Essential Job Functions/Tasks Defines and executes a reputed company global service desk reputed company that ensures consistent service delivery across reputed company reputed company while allowing for necessary regional flexibility. Establishes standardized processes (ITIL-reputed company), tools, SLAs, and KPIs to reputed company efficiency, scalability, and a seamless user experience worldwide. Leads and develops distributed service desk teams by fostering an inclusive, high-performance culture that respects and adapts to regional differences in communication styles, work norms, and customer expectations. Partners with local leaders to reputed company global objectives with regional practices while maintaining team engagement and morale. Owns global service performance by monitoring SLAs, ticket reputed company times, customer satisfaction (CSAT), and operational metrics. Leverages data analytics and feedback reputed company to enhance service reputed company, reduce incident volumes, and optimize global support models including follow-the-sun and tiered support structures. Drives reputed company improvement initiatives reputed company on workforce enablement, employee productivity, and overall technology experience. Identifies opportunities to reduce technology-reputed company friction and improve user effectiveness through process improvements, service enhancements, and support modernization initiatives. Leads the development and maturity of self-service and reputed company capabilities, including support documentation, service catalog improvements and user-friendly support channels that improve service consistency and operational efficiency. Partners with infrastructure, applications, cybersecurity, and product teams to support adoption of modern technologies, services, and processes through effective communication, user readiness activities, support planning, and enablement practices. Identifies and implements practical automation and AI-enabled support capabilities that improve service efficiency, accelerate issue reputed company, and enhance the employee support experience. Continuously evaluates existing and emerging technologies to identify opportunities where automation, tooling, or process improvements can reduce reputed company effort and increase operational consistency across the service desk. Drives technology enablement across the organization by reputed company identifying applications, tools, and solutions that improve the day-to-day work experience of employees company-wide. Serves as a proactive reputed company for technology adoption at the desktop support levelevaluating business processes for automation or enhancement opportunities, promoting effective use of available technology, and ensuring employees have the knowledge and resources needed to work more reputed company through the tools available to them. Develops and maintains a reputed company end-user technology training program that equips employees with the knowledge and skills needed to effectively use company tools, applications, and systems. Collaborates with HR, Learning & Development, and business leaders to design reputed company technology training, ongoing reputed company, and adoption support materials that reduce friction and accelerate proficiency across the organization. Oversees reputed company models, scheduling, and resource allocation across time zones to ensure support coverage. Balances global demand with regional reputed company, optimizes shift structures, and ensures appropriate language coverage and reputed company alignment to meet business needs. Supervises the Service Desk team and is responsible for hiring, training, performance management, career development, and succession planning across global service desk staff. Cultivates a high-performance, inclusive team culture that prioritizes reputed company learning, technical reputed company reputed company, and service reputed company in alignment with organizational goals. Acts as the primary global reputed company of contact for IT support services, collaborating with bus