Service Desk Manager

Job Description

Job Description

Description:

The Service Desk Manager is responsible for the overall strategy, performance, and leadership of Arraya’s Service Desk operations. This role ensures consistent, high-quality service delivery across multiple regions and time zones, while aligning the Service Desk with business objectives, client expectations, and ITIL-based best practices. The Service Desk Manager drives standardization, scalability, and continuous improvement across all support tiers, fostering a proactive, customer-focused support culture worldwide.

Supervisory Responsibilities

· Provide direct leadership to Service Desk Team Leads across multiple regions and oversee all Service Desk technicians worldwide.

· Lead and mentor geographically distributed teams, ensuring consistent management practices, performance expectations, and career development.

· Conduct regular one-on-ones with Team Leads to review performance, challenges, staffing needs, and regional trends.

· Oversee staffing models, schedule, and follow-the-sun coverage to ensure 24x7 or extended-hour support as required.

· Approve time off and manage cross-region coverage to maintain SLA compliance at all times.

· Oversee onboarding and offboarding processes, ensuring consistent training and access controls across regions.

· Lead performance management, feedback, corrective actions, and annual reviews for the Service Desk.

· Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations.

Responsibilities

· Own the Service Desk operating model, ensuring standardized processes, tools, and service quality across all regions.

· Manage and monitor daily Service Desk operations, ensuring tickets are properly routed, prioritized, and resolved within SLA targets.

· Oversee high-priority incidents and escalations, ensuring timely resolution, clear communication, and consistent client experience ly.

· Define and maintain staffing plans, shift models, and capacity forecasts to support growth and changing client demands.

· Establish and enforce ticket quality standards, documentation requirements, and knowledge management practices.

· Track, analyze, and report on KPIs including ticket volume, response time, resolution time, SLA performance, and customer satisfaction.

· Identify trends, recurring issues, and service delivery risks across regions and escalate appropriately to Director of Managed Services.

· Own the Service Desk knowledge base, SOPs, and runbooks, ensuring accuracy, consistency, and continuous improvement.

· Partner with Infrastructure, Security, NOC, Projects, and Service Delivery teams to ensure seamless cross-functional support.

· Support hiring, workforce planning, and talent development strategies for Service Desk operations.

· Drive training, certification tracking, and cross-skilling initiatives to build a resilient, scalable support team.

· 7+ years of IT support experience, including MSP environments.

· 3+ years in a management role overseeing distributed or teams.

· Demonstrated experience managing multi-region or follow-the-sun Service Desk operations.

· Strong understanding of ITIL, SLAs, KPIs, and service management best practices.

· Hands-on experience with PSA tools (e.g., Autotask, ConnectWise) and RMM platforms.

· Proven ability to lead process standardization and operational maturity initiatives.

· Excellent communication skills with the ability to engage clients and internal stakeholders ly.

· Strong analytical, reporting, and decision-making skills.

· Comfortable handling executive-level client escalations.

· Experience managing remote teams across multiple cultures and time zones.

Expectations

· Deliver consistent, high-quality Service Desk support across all regions.

· Meet or exceed SLA and KPI targets.

· Maintain high customer satisfaction scores across a multi-client, multi-region environment.

Education

· Associate or bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

· Equivalent work experience in IT service management will be considered.

· Certifications such as ITIL, CompTIA, or Microsoft certifications are a plus.

Position Type and Expected Hours of Work

· Full-Time

· Remote

· 40 hours per week

· Monday through Friday with the ability to support after hour escalations if needed.

· Ability to adjust schedule to support evening meetings.

Working Conditions and Physical Requirements

· Prolonged periods of sitting at a desk and working on a computer.

· Ability to lift and carry up to 30 pounds as needed.

· Must be comfortable operating a computer and/or other office productivity machinery