Service Desk Manager

Arraya Solutions•Blue bell, PA

22h•$115,000 - $130,000•Remote

About The Position

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

Requirements

7+ years of IT support experience, including MSP environments.
3+ years in a management role overseeing distributed or 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 ly.
Strong analytical, reporting, and decision-making skills.
Comfortable handling executive-level client escalations.
Experience managing remote teams across multiple cultures and time zones.

Nice To Haves

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.

Responsibilities

Provide direct leadership to Service Desk Team Leads across multiple 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 Team Leads to review performance, challenges, staffing needs, and regional trends.
Oversee 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 onboarding and offboarding processes, ensuring consistent training and access controls across regions.
Lead performance management, feedback, corrective actions, and annual reviews for the Service Desk.
Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations.
Own the Service Desk operating model, ensuring standardized processes, tools, and service quality across all regions.
Manage and monitor daily 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 ly.
Define and maintain staffing plans, shift models, and capacity forecasts to support growth and changing client demands.
Establish and enforce ticket quality standards, documentation requirements, and knowledge management practices.
Track, analyze, and report on 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 Service Desk knowledge base, SOPs, and runbooks, 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 Service Desk operations.
Drive training, certification tracking, and cross-skilling initiatives to build a resilient, scalable support team.
Deliver consistent, high-quality Service Desk support across all regions.
Meet or exceed SLA and KPI targets.
Maintain high customer satisfaction scores across a multi-client, multi-region environment.