Senior Global IT Service Desk Manager

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

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

Mental health support

Not verified

Relocation assistance

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Childcare support

Not verified

Learning budget

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Verification

Not verified checked Jun 13, 2026

Salary

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401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$116,543 U.S. median 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.

Role

Role function

Engineering From the posting source checked Jun 20, 2026

Seniority

Senior From the posting source checked Jun 20, 2026

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Company stage

Public-company From the posting source checked Jun 20, 2026

Equity

Offered Verified - SEC 10-K source checked Jun 20, 2026

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

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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