Service Desk Manager - Remote

Overview

The Service Desk Manager is a key leadership role overseeing the performance, growth, and strategic direction of a multinational IT service desk, focusing on service performance and continuous improvement.

In Short

• Oversee IT support operations and ensure efficient ticket management.
• Drive process improvements and knowledge management.
• Monitor key performance metrics and manage risks.
• Lead and empower a high-performing global team.
• Partner with IT leadership for aligned service delivery.
• Navigate cross-region challenges and promote consistency.
• Set and track OKRs/KPIs for transparency and alignment.

Requirements

• Bachelor's degree in IT or related field; relevant certifications are a plus.
• 7-10 years of experience in IT support or service desk operations.
• Expertise in troubleshooting hardware, software, and network technologies.
• Understanding of IT service management principles (e.g., ITIL).
• Ability to manage multiple priorities in a fast-paced environment.
• Proven track record in leading remote teams.
• Experience in KPI and SLA reporting.
• Commitment to staying updated with industry best practices.

Benefits

• Access to SAGED courses and the Greenhouse learning platform.
• Discounts with over 450 retailers.
• Full-time, work-from-home role.
• Access to co-working spaces in major cities.
• Mental health support through Unmind.
• Private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Work from home equipment allowance.
• Be part of a fast-growing industry improving patient lives.