IT Global Service Desk Manager

Panasonic • Bridgeton, MO

2d

About The Position

The Global Service Desk Manager is responsible for leading and optimizing Hussmann’s worldwide end user support organization. This role oversees global Tier 1, 1.5, and Tier 2 support operations, ensuring consistent, high quality service across all regions. The manager owns ITIL aligned ITSM processes, asset lifecycle management, metrics governance, automation strategy, and continuous improvement initiatives.
The ideal candidate is a customer focused, data driven leader with strong business acumen, deep technical expertise, and the ability to translate IT performance into measurable business outcomes.

Requirements

• Bachelor’s degree in IT, Computer Science, or related area.
• 10+ years of ITSM or end user support experience; 2–3+ years in global leadership.
• Experience managing distributed and/or outsourced support models.
• Strong expertise in ITIL/ITSM frameworks and platforms (Microsoft SCSM, ServiceNow, BMC, Jira Service Management, etc.).
• Knowledge of endpoint management and MDM tools (Intune, Jamf, Workspace ONE).
• Experience leading automation and self‑service initiatives.
• Strong analytical and reporting skills.
• Strong communication with ability to influence executive stakeholders.
• Enterprise‑level thinking and decision‑making.
• Emotional intelligence and adaptability in complex organizational environments.
• Ability to drive alignment with broader organizational strategy.

Nice To Haves

• ITIL certification preferred.

Responsibilities

• Lead and mature a globally distributed Service Desk team delivering Tier 1–2 support.
• Ensure consistent service delivery across geographies, time zones, and shift models.
• Standardize processes, knowledge practices, and support models across the enterprise.
• Own and enhance ITIL‑aligned processes including Incident, Request, Problem, Knowledge, and Change Enablement.
• Define, monitor, and report on KPIs, SLAs, and SLOs.
• Drive continuous improvement efforts through trend analysis and root‑cause elimination.
• Champion a customer‑first culture focused on simplicity, speed, and reliability.
• Identify high‑volume and high‑friction tickets and implement permanent fixes.
• Expand self‑service, automation, knowledge articles, and proactive support.
• Lead monthly operational reporting, providing insights that drive leadership decisions.
• Drive adoption of AI, virtual agents, auto‑remediation, and intelligent automation.
• Enable proactive support through monitoring, analytics, and integrated toolsets.
• Evaluate emerging technologies and partner with internal teams to strengthen service capabilities.
• Oversee global end‑user asset lifecycle, including procurement, deployment, refresh, and retirement.
• Ensure compliance, accurate inventory, and audit readiness.
• Lead PC imaging, deployment, patching, and MDM governance.
• Manage insourced & outsourced service desk partners and endpoint support vendors.
• Conduct regular service reviews and ensure contract adherence.
• Drive performance optimization across vendor ecosystems.
• Recruit, coach, and develop high‑performing global support teams.
• Build training and certification plans, career paths, and engagement programs.
• Foster a culture of innovation, accountability, and service excellence.
• Ensure adherence to security, audit, and regulatory requirements.
• Maintain documentation, process controls, and operational readiness.
• Partner with cybersecurity on incident response and escalations.

Benefits

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
• Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager