About this role
The Global Service Desk Operations Manager is responsible for the leadership, strategy, and operational excellence of Service Desk functions across all global locations. This role ensures consistent, high-quality IT support services for both on-site and remote users by standardizing processes, implementing global IT service management (ITSM) practices, and driving continuous improvement. The position is accountable for global service performance, including adherence to service level agreements (SLAs), achievement of key performance indicators (KPIs), and delivery of a consistent, customer-focused support experience across all regions. Demonstrates behaviors consistent with the company's values of Customer Satisfaction, Innovation, Family, and Social Responsibility.