Senior Global IT Service Desk Manager

NETGEAR • San Jose, CA

8d • $165,000 - $191,000

About The Position

The Senior Global IT Service Desk Manager is responsible for leading and optimizing a 24/7 global IT service desk operation across multiple regions and time zones. This role drives service excellence, ensures SLA adherence, and champions continuous improvement initiatives to deliver an outstanding end-user experience for a global workforce. The ideal candidate brings deep ITSM process expertise, hands-on experience applying AI to service desk operations, strong people leadership, and a data-driven mindset.

Requirements

• 8+ years of IT service desk or IT support experience, with at least 4 years in a management or lead role
• Demonstrated experience managing global or multi-site service desk teams
• Strong working knowledge of core ITSM processes — incident, problem, change, request, and knowledge management — applied in practice
• Hands-on experience deploying or managing AI tools in a service desk context, such as virtual agents, AI-assisted triage, automated routing, or generative AI for knowledge and agent support
• Proficiency with enterprise ITSM platforms (Jira SM, Remedy, or equivalent)
• Experience defining and reporting on service desk KPIs and SLAs
• Excellent communication and stakeholder management skills
• Proven ability to lead through influence across time zones, cultures, and organizational boundaries

Nice To Haves

• Experience evaluating and selecting AI/automation tooling for IT support environments
• Familiarity with endpoint management platforms (Intune, Jamf)
• Background in vendor management and outsourced service desk governance
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience)

Responsibilities

• Own end-to-end global service desk operations across all regions (Americas, EMEA, APAC), ensuring consistent, high-quality support delivery
• Define, monitor, and enforce SLAs, OLAs, and KPIs (e.g., CSAT, FCR, MTTR, ticket deflection rates)
• Oversee incident, problem, and request management processes aligned with industry best practices
• Drive ticket queue management, workload balancing, and escalation protocols across geographies
• Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues
• Lead, mentor, and develop a geographically distributed team of service desk engineers and contractors
• Establish team goals, conduct performance reviews, and build career development plans
• Foster an inclusive, collaborative, and customer-first culture across all regional teams
• Lead the adoption and maturation of AI-powered tools across the service desk — including virtual agents, AI-assisted triage, automated ticket routing, and generative AI for knowledge creation and agent assistance
• Use AI-driven analytics and pattern recognition to identify ticket trends, predict demand, and proactively resolve recurring issues before they impact users
• Champion self-service adoption through intelligent service portals and conversational AI, driving measurable improvements in ticket deflection
• Implement and grow the global knowledge management program, leveraging AI to keep content accurate, discoverable, and continuously improving
• Define and execute a multi-year roadmap for global service desk maturity, with AI integration as a core pillar
• Manage relationships with third-party hardware and software vendors and reseller partners
• Partner with senior IT leadership, cybersecurity team, and business stakeholders to align service desk priorities with organizational goals
• Ensure service desk processes and documentation comply with information security policies and regulatory requirements
• Maintain and test business continuity and disaster recovery plans for service desk operations
• Conduct regular audits of access provisioning, ticket hygiene, and process adherence

Benefits

• We value our employees as the most essential building blocks of our success.
• We strive to attract top talent and create a great workplace where people feel engaged, inspired, challenged, proud and respected.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree