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Senior, niche ITSM role at a known brand reduces broad applicant competition.
IT service desk and EUC management skills transfer easily across industries.
Explicit 10+ years, 5+ managerial years, and ITIL/ServiceNow requirements indicate strict filters.
Own establishment and management of Service Desk SLAs and vendor governance using SIAM framework.
Manage and develop Service Desk team ensuring operations meet SLAs and KPIs, including coordinating with regional EUC support teams across Americas, Europe, and APAC.
Lead continuous improvement initiatives, monitor customer satisfaction, handle major incidents, and implement tools to boost Service Desk efficiency.
Master's degree or equivalent experience in IT service management or related field.
10+ years experience in service desk or customer support operations with at least 5 years in supervisory or management roles.
Strong knowledge of ITIL Service Operation processes and familiarity with ticketing systems, specifically ServiceNow.
Work Experience Required: 10+ years in service desk/customer support; Notice Period: Not explicitly mentioned in the JD.
Experienced leader in service desk operations with proven expertise managing multi-regional teams and vendor governance within the SIAM framework.
Demonstrates strong capability in developing teams and driving SLA/KPI adherence in complex, global support environments.
Skilled in leveraging Service Desk platforms (especially ServiceNow), workforce management tools, and implementing automation or AI/chatbot solutions to enhance operational efficiency and customer satisfaction.