Service Desk Manager

Alter Domus • Carmel-by-the-Sea, CA

1d • Hybrid

About The Position

The Service Desk Manager is responsible for leading and managing technical support to Alter Domus users. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technical expertise, and international customer service management to maintain exceptional service levels worldwide. You will be reporting to the Head of Tech Service Management within Tech Operations team.

Requirements

• Degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 7+ years of IT support experience
• 3+ years in a service desk leadership or management role
• Experience managing global or multi-site support operations
• Proven track record supporting international, geographically distributed user base
• Experience managing Active Directory in enterprise global environments
• Experience with ITSM and ITIL framework.
• Microsoft Technologies: Windows 10/11, Windows Server, Office 365/Microsoft 365 (global tenant management)
• Global ITSM Tools: Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms
• Remote Support Tools: Global remote support solutions (TeamViewer, Bomgar, LogMeIn, etc.)

Responsibilities

• Manage work schedules, follow-the-sun support model, and resource allocation
• Coordinate with regional service desk supervisors and team Tech leads
• Conduct performance reviews and provide coaching across different time zones and cultures
• Recruit, onboard, and train service desk staff in various countries
• Ensure efficient resolution of Level 1 and Level 2 support requests globally
• Coordinate escalations across regional technical teams
• Utilize and optimize enterprise ITSM ticketing systems for global operations
• Support diverse Windows desktop/laptop environments across regions
• Troubleshoot complex escalated issues affecting multiple locations
• Oversee Office 365/Microsoft 365 support for global tenants
• Generate and analyze service desk metrics across all 41 locations
• Track regional and global ticket volumes, resolution times, and satisfaction scores
• Identify location-specific trends and recurring issues to bring improvements
• Present consolidated global performance data to IT leadership
• Benchmark performance across different regions
• Implement continuous improvement initiatives worldwide
• Monitor service quality and consistency across all sites
• Analyze global peak times and adjust staffing accordingly
• Participate in global IT strategic planning and transformation projects
• Leverage current AI/Automation solutions where feasible and identify any additional automation opportunities.

Benefits

• Support for professional accreditations
• Flexible arrangements
• Generous holidays
• An additional day off for your birthday
• Continuous mentoring along your career progression
• Active sports, events and social committees across our offices
• 24/7 support available from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan
• Additional local benefits depending on your location

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees