Global Service desk manager

Role Description & Responsibilities : Lead day-to-day Global Service Desk operations and service delivery. Manage Shift Leads and Service Desk Engineers; oversee staffing and shift planning. Drive SLA compliance, escalation management, and operational governance. Review trends, reduce recurring incidents, and improve processes. Coach, mentor, and develop team members. Manage customer escalations and stakeholder communications. Monitor KPIs including SLA, FCR, MTTR, backlog, and CSAT. Promote AI-powered support tools, automation, and knowledge management. Provide oversight for Windows, Microsoft Office, Outlook, Zoom, VPN, and endpoint support. Support a 245 rotational operating model. Required Qualifications Bachelor's degree in any discipline. 10 -12 years of IT Help Desk or Service Desk experience with leadership responsibilities. Excellent spoken and written English communication skills. Experience managing technical support teams and ITSM platforms. Prior experience in managing team/team members across India, United States and EMEA region. Strong knowledge of Windows desktop support and enterprise productivity tools. Preferred Qualifications: Previous experience in a Global Service Desk environment. Experience supporting enterprise environments Windows OS/Desktop Administration training or certification. Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management. Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills) ITIL certification and exposure to AI-enabled support platforms. Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred. What is in it for you Work for one of the biggest software companies in Europe Work in a culture of collaboration and innovation Opportunities for personal development and career progression Compensation: 1,000,000.00 - 1,600,000.00 per year Work Location: In person .