Global IT Service Desk Manager

Overview

As Global IT Service Desk Manager, you will lead a 24/7 IT support function across Edinburgh and Pakistan, ensuring incidents, requests and escalations meet SLAs and drive customer satisfaction. You’ll unify regional teams into one cohesive service desk aligned to business needs, implementing standard processes and continuous improvement. You’ll partner with IT teams, business stakeholders and suppliers to deliver a professional, high-performing service. This is a pivotal role in shaping global service delivery and service improvement at scale.

Responsibilities

• Own end-to-end incident, request and escalation management with SLA adherence
• Direct, develop and motivate Global Service Desk teams across Edinburgh and Pakistan
• Maintain accurate service desk processes, knowledge articles and documentation
• Identify and implement Service Improvement Plans with tracked benefits
• Monitor performance via SLAs, KPIs, customer satisfaction, backlog and dashboards
• Collaborate with internal IT, business stakeholders and third-party suppliers to ensure alignment to business needs

Key requirements

• Strong understanding of global service desk operations and 24/7 support models
• Excellent communication, influencing and stakeholder management skills
• ITIL service management knowledge (incident, request, problem, change, knowledge, continual improvement)
• Ability to advocate for resources and drive adoption of standard processes and tools
• Experience leading a global or multi-region service desk in a large, complex organization

• Communication
• Stakeholder management
• Influencing/negotiation
• ITIL v3/v4 practices
• Incident, request and change management
• Knowledge management

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