Global Service Desk Manager

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About the role

CloudPSO is hiring a Global Service Desk Manager to lead day-to-day IT support for clients across multiple time zones. You’ll manage a distributed team, own service delivery against client SLAs, and serve as the escalation point when issues need urgent attention or coordination across teams. This role combines people management with hands-on service operations.

You’ll coach team leads and analysts, improve how tickets are handled, and give clients a clear picture of service performance and what we’re doing to improve it. What you’ll do

• Lead service desk team leads and analysts. Set performance expectations, coach the team, and support hiring, onboarding, and training.
• Plan staffing and shift coverage to meet client support hours. Make sure open incidents and priority requests have a clear owner at every handoff.
• Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests.
• Coordinate major incidents with technical teams and vendors. Keep clients informed through resolution and follow up on corrective actions.
• Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction. Turn recurring issues into specific improvement plans.
• Lead client service reviews, explain performance trends, and follow through on agreed actions.
• Maintain runbooks, escalation paths, and knowledge articles. Identify opportunities to automate repetitive work and improve self-service.
• Partner with infrastructure, cloud, security, and application teams to bring new clients and services into support with clear ownership and procedures. What you’ll bring - 5+ years in IT service desk or technical support operations, including experience managing a team.
• Experience running support across multiple shifts, locations, or client accounts.
• A track record of managing SLAs, escalations, and major incidents in a client-facing environment.
• Working knowledge of ITIL service management practices and experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise.
• Enough technical depth to guide escalations involving Microsoft 365, identity and access, endpoints, networking, and cloud services.
• Strong written and verbal communication skills, especially when explaining incidents, trade-offs, and next steps to clients and leadership. Preferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk. Apply on the CloudPSO careers site: https://app.cloudpso.com/jobs/7?source=zoho