Service Desk Manager

• The Service Desk Manager is responsible for the overall strategy, performance, and leadership of Arraya’s global Service Desk operations.

• This role ensures consistent, high-quality service delivery across multiple regions and time zones, while aligning the Service Desk with business objectives, client expectations, and ITIL-based best practices.

• The Service Desk Manager drives standardization, scalability, and continuous improvement across all support tiers, fostering a proactive, customer-focused support culture worldwide.

• Provide direct leadership to Service Desk Team Leads across global regions and oversee all Service Desk technicians worldwide.

• Lead and mentor geographically distributed teams, ensuring consistent management practices, performance expectations, and career development.

• Conduct regular one-on-ones with global Team Leads to review performance, challenges, staffing needs, and regional trends.

• Oversee global staffing models, schedule, and follow-the-sun coverage to ensure 24x7 or extended-hour support as required.

• Approve time off and manage cross-region coverage to maintain SLA compliance at all times.

• Oversee global onboarding and offboarding processes, ensuring consistent training and access controls across regions.

• Lead performance management, feedback, corrective actions, and annual reviews for the Global Service Desk.

• Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations.

• Own the global Service Desk operating model, ensuring standardized processes, tools, and service quality across all regions.

• Manage and monitor daily global Service Desk operations, ensuring tickets are properly routed, prioritized, and resolved within SLA targets.

• Oversee high-priority incidents and escalations, ensuring timely resolution, clear communication, and consistent client experience globally.

• Define and maintain global staffing plans, shift models, and capacity forecasts to support growth and changing client demands.

• Establish and enforce global ticket quality standards, documentation requirements, and knowledge management practices.

• Track, analyze, and report on global KPIs including ticket volume, response time, resolution time, SLA performance, and customer satisfaction.

• Identify trends, recurring issues, and service delivery risks across regions and escalate appropriately to Director of Managed Services.

• Own the global Service Desk knowledge base, SOPs, and run books, ensuring accuracy, consistency, and continuous improvement.

• Partner with Infrastructure, Security, NOC, Projects, and Service Delivery teams to ensure seamless cross-functional support.

• Support hiring, workforce planning, and talent development strategies for global Service Desk operations.

• Drive training, certification tracking, and cross-skilling initiatives to build a resilient, scalable global support team.

• Deliver consistent, high-quality Service Desk support across all global regions.

• Meet or exceed global SLA and KPI targets.

• Maintain high customer satisfaction scores across a multi-client, multi-region environment.

• Ensure full global coverage and effective hand-offs between regions. Resolve escalations quickly and effectively with clear ownership and communication.

• Continuously improve processes, tools, and team performance at a global scale.

• Provide accurate, actionable reporting to Managed Services leadership.

• Model strong leadership, communication, and a people-first, client-first mindset.

• 7+ years of IT support experience, including MSP environments.

• 3+ years in a management role overseeing distributed or global teams.

• Demonstrated experience managing multi-region or follow-the-sun Service Desk operations.

• Strong understanding of ITIL, SLAs, KPIs, and service management best practices.

• Hands-on experience with PSA tools (e.g., Autotask, ConnectWise) and RMM platforms.

• Proven ability to lead process standardization and operational maturity initiatives.

• Excellent communication skills with the ability to engage clients and internal stakeholders globally.

• Strong analytical, reporting, and decision-making skills.

• Comfortable handling executive-level client escalations.

• Experience managing remote teams across multiple cultures and time zones.

• Associate or bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

• Equivalent work experience in IT service management will be considered.

• Certifications such as ITIL, CompTIA, or Microsoft certifications are a plus.

• Full-Time

• Remote

• 40 hours per week

• Monday through Friday with the ability to support after-hour escalations if needed.

• Ability to adjust schedule to support evening meetings.

Booth and Partners