Service Desk & EUC Operations Manager

Key Responsibilities:

• Establish structured Service Level Agreements (SLAs) and vendor governance (SIAM framework) for Service Desk and providers
• Manage and promote development of Service Desk team members
• Ensure Service Desk operations meet the agreed SLAs and KPIs
• Implement Service Desk processes and continuous improvement initiatives
• Monitor customer satisfaction and implement improvement actions
• Coordinate with other service teams for seamless issue resolution
• Maintain Service Desk knowledge base and self-service capabilities
• Analyze Service Desk metrics and trends for operational insights
• Support major incident management and communication activities
• Implement tools and technologies to improve Service Desk efficiency
• Ensure Service Desk alignment with the overall service delivery strategy
• Manage the Regional EUC (End User Computing) Operations, overseeing the onsite support teams across the Americas, Europe, and APAC regions to ensure consistent, high-quality in-person technical support

Basic Qualifications

• Master's degree or equivalent experience in IT service management or equivalent combination of education and experience
• 10+ years' experience in service desk or customer support operations
• 5+ years in supervisory or management role
• Strong understanding of ITIL Service Operation processes
• Experience with Service Desk tools and ticketing systems (ServiceNow)
• Excellent customer service and people management skills

Preferred Characteristics

• ITIL certification (Intermediate or Expert level)
• Experience with Service Desk management platforms (ServiceNow)
• Knowledge of workforce management and scheduling tools
• Understanding of customer experience and satisfaction metrics
• Leadership and team development experience
• Experience with Service Desk automation and AI/chatbot implementations