Service Desk Manager – Global Managed Services
About the Role
CloudPSO is expanding its Managed Services business and launching a 24/7 Global Service Desk to provide enterprise-quality IT support to customers around the clock.
We are seeking an experienced Service Desk Manager to lead the development, launch, and ongoing operation of this service.
This is a hands-on leadership position. The successful candidate will initially help build the Service Desk from the ground up, including processes, staffing, shift coverage, SLAs, technology, training, customer onboarding, quality assurance, reporting, and escalation management.
Once operational, the Service Desk Manager will be responsible for the overall performance of CloudPSO's 24/7 support organization and the customer experience it delivers.
Key Responsibilities
Build & Launch the Service Desk
- Lead the design and implementation of CloudPSO's 24/7 Global Service Desk.
- Develop the L1 and L2 support operating model.
- Design 24/7 shift schedules and coverage requirements.
- Establish Service Desk policies, procedures, and SOPs.
- Define ticket priorities, workflows, and escalation procedures.
- Establish SLA measurement and management processes.
- Help select and implement ITSM, telephony, remote support, documentation, and related technologies.
- Develop customer onboarding and transition procedures.
- Establish shift-handover and major-incident procedures.
- Build a scalable operating model capable of supporting multiple customers.
Team Leadership
- Determine staffing and capacity requirements.
- Participate in recruiting L1 and L2 Service Desk personnel.
- Interview and evaluate technical support candidates.
- Build and manage shift schedules.
- Train, coach, and mentor Service Desk employees.
- Develop Team Leads and future Service Desk leaders.
- Conduct performance reviews.
- Establish clear performance expectations.
- Maintain strong attendance, accountability, and service standards.
24/7 Service Operations
- Manage day-to-day Service Desk operations.
- Ensure continuous 24/7/365 service coverage.
- Monitor ticket queues, backlogs, and aging.
- Ensure tickets are properly categorized, prioritized, documented, and resolved.
- Monitor SLA performance and intervene before potential breaches.
- Manage operational and customer escalations.
- Ensure proper shift handovers.
- Coordinate L1, L2, L3, customer, and vendor escalations.
- Continuously improve Service Desk efficiency and quality.
Customer Management
- Serve as a senior operational contact for Managed Services customers.
- Participate in customer discovery and onboarding.
- Lead operational Service Desk meetings.
- Manage customer escalations professionally.
- Conduct Monthly Service Reviews and participate in Quarterly Business Reviews.
- Present SLA performance, ticket trends, service quality, and recommendations.
- Identify recurring customer issues and recommend improvements.
- Develop strong relationships with customer IT leadership.
SLA & Performance Management
Own and continuously improve key Service Desk metrics, including:
- SLA compliance
- First response time
- Average resolution time
- First-contact resolution
- Ticket backlog
- Ticket aging
- Escalation rate
- Reopened tickets
- Customer satisfaction (CSAT)
- Call answer rate
- Abandonment rate
- Analyst productivity
- Quality assurance scores
- Cost per ticket
- Resource utilization
Major Incident Management
- Lead Service Desk response to critical incidents.
- Validate incident severity and business impact.
- Mobilize appropriate technical resources.
- Coordinate internal and customer escalations.
- Ensure timely customer communication.
- Maintain executive visibility during major incidents.
- Coordinate post-incident reviews.
- Identify and implement corrective actions.
Knowledge Management & Documentation
- Establish a documentation-first Service Desk culture.
- Develop and maintain operational SOPs.
- Ensure customer runbooks remain accurate.
- Establish knowledge-base standards.
- Document escalation procedures.
- Ensure technical resolutions are documented for future use.
- Reduce dependency on individual employee knowledge.
Quality Assurance
- Establish a formal Service Desk QA program.
- Review tickets and customer interactions.
- Monitor technical accuracy and documentation quality.
- Monitor customer communication.
- Coach employees based on QA findings.
- Identify training gaps.
- Continuously improve the customer support experience.
Security & Compliance
- Ensure Service Desk personnel follow CloudPSO and customer security requirements.
- Enforce MFA and secure credential-management practices.
- Maintain appropriate role-based and least-privilege access.
- Ensure customer information remains confidential.
- Ensure employee access is promptly removed when no longer required.
- Support customer security reviews and audits.
- Escalate suspected security incidents immediately.
- Ensure Service Desk personnel complete required security training.
AI & Automation
CloudPSO intends to build an AI-enabled Managed Service Desk.
The Service Desk Manager will identify opportunities to improve operations through automation, including:
- Ticket classification
- Ticket routing
- Knowledge retrieval
- Ticket summarization
- Self-service
- Automated workflows
- Reporting
- Quality assurance
- Common support requests
The goal is to improve quality and productivity rather than simply increase headcount as ticket volume grows.
Requirements
- 7+ years of IT support, Help Desk, Service Desk, or Managed Services experience.
- 3+ years of Service Desk management or leadership experience.
- Demonstrated experience managing a 24/7 technical support operation.
- Experience managing L1 and L2 technical support teams.
- Strong understanding of ITIL and IT Service Management principles.
- Experience managing SLAs and operational KPIs.
- Experience with customer-facing service delivery.
- Experience managing technical and customer escalations.
- Strong understanding of Microsoft enterprise environments.
- Experience with ITSM platforms.
- Strong knowledge of Service Desk staffing and capacity planning.
- Experience creating SOPs, workflows, and operational documentation.
- Strong leadership and people-management skills.
Strongly Preferred
Preference will be given to candidates with experience:
- Building or significantly transforming a Service Desk.
- Working for an MSP or Managed Services provider.
- Supporting U.S. and international customers.
- Managing multiple customers simultaneously.
- Managing distributed 24/7 teams.
- Implementing ITSM platforms.
- Developing Service Desk SLAs.
- Building Service Desk training programs.
- Establishing QA programs.
- Managing customer onboarding and service transitions.
- Conducting customer QBRs.
- Implementing Service Desk automation.
Technical Knowledge
Candidates should have a strong understanding of technologies including:
- Microsoft 365
- Microsoft Entra ID / Azure AD
- Active Directory
- Windows
- Endpoint management
- VPN and remote access
- Networking fundamentals
- Remote support platforms
- ITSM platforms
- RMM technologies
- Password and privileged-access management
- Knowledge-management platforms
- Contact-center / VoIP systems
Experience with platforms such as ServiceNow, Freshservice, Jira Service Management, ManageEngine, HaloITSM, or similar platforms is preferred.
Communication Requirements
Excellent spoken and written English is mandatory. This position regularly interacts with U.S. and international customers.
The successful candidate must be comfortable:
- Leading customer meetings
- Communicating with CIOs and IT Directors
- Handling difficult customer escalations
- Presenting operational performance
- Writing professional reports
- Explaining technical problems clearly
- Coaching employees on customer communication
- English communication skills will be evaluated during the interview process.
Shift & Availability Requirements
CloudPSO's Global Service Desk will operate 24/7/365.
While this is a management position with a defined primary schedule, the Service Desk Manager must be available when necessary for:
- P1 incidents
- Major customer escalations
- Staffing emergencies
- Service interruptions
- Critical operational issues
The Manager will also be responsible for developing an appropriate management and on-call structure as the Service Desk grows.
Benefits
- Medical insurance
- Company gadgets
- Paid time off
- Stock options (ESOP)
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- Collaborative and innovative work environment.
- Chance to work on cutting-edge cloud projects.
- Supportive and inclusive company culture