Senior Global IT Service Desk Manager

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

Not verified last checked Jun 13, 2026

Salary

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401(k) match

Listed Source: EMPLR_CONTRIB_INCOME_AMT. source Last checked Jun 13, 2026.

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Market context

Role benchmark (BLS OEWS)

$116,543 typical for this role

Projected growth (BLS Employment Projections)

+9.8% - Much faster than average

Matched to SOC 15-1252 - Software Engineering aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

State eligibility is not yet verified.

About this role

Senior Global IT Service Desk Manager San Jose, CA, San Jose, California, United States The Senior Global IT Service Desk Manager is responsible for leading and optimizing a 24/7 global IT service desk operation across multiple regions and time zones. This role drives service excellence, ensures SLA adherence, and champions continuous improvement initiatives to deliver an outstanding end-user experience for a global workforce. The ideal candidate brings deep ITSM process expertise, hands-on experience applying AI to service desk operations, strong people leadership, and a data-driven mindset. Key Responsibilities Service Delivery & Operations • Own end-to-end global service desk operations across all regions (Americas, EMEA, APAC), ensuring consistent, high-quality support delivery • Define, monitor, and enforce SLAs, OLAs, and KPIs (e.g., CSAT, FCR, MTTR, ticket deflection rates) • Oversee incident, problem, and request management processes aligned with industry best practices • Drive ticket queue management, workload balancing, and escalation protocols across geographies • Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues People & Team Leadership • Lead, mentor, and develop a geographically distributed team of service desk engineers and contractors • Establish team goals, conduct performance reviews, and build career development plans • Foster an inclusive, collaborative, and customer-first culture across all regional teams Continuous Improvement & AI-Driven Innovation • Lead the adoption and maturation of AI-powered tools across the service desk - including virtual agents, AI-assisted triage, automated ticket routing, and generative AI for knowledge creation and agent assistance • Use AI-driven analytics and

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