Service Desk Manager

About the Company

Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions. Sycomp’s diverse team of consultants and engineers deliver on the company’s mission to tackle challenging global IT projects through its state-of-the-art integration and warehouse centers and global technology partnerships. Headquartered in the heart of Silicon Valley, California, Sycomp has successfully shipped, deployed and managed complex IT projects and supporting assets in more than 150 countries helping its Fortune 500 customers and global partners realize a world without boundaries.

Summary

The Global Service Desk Manager leads worldwide 24x7 Global Service Desk across multiple regions, ensuring consistent, high-quality services for all customers. This role drives operational excellence, automation, AI adoption, and continuous improvement while managing geographically distributed teams. Success is measured through clear KPIs tied to service performance, operational efficiency, and customer satisfaction.

Key Responsibilities

1. Global Operations Leadership

• Manage Service Desk teams across APAC & LATAM using a follow-the-sun model.
• Ensure timely handling of incidents, service requests, and escalations.
• Oversee scheduling, queue management, workload balancing, and daily operational health.
• Experience in preparing data analytics, providing meaningful summary from data for MBR and QBR.

2. ITSM & Process Governance

• Lead Incident, Request, Problem, Knowledge, and Major Incident Management.
• Maintain SOPs & escalation workflows.
• Ensure alignment with ITIL processes and service delivery governance.
• Conduct root-cause analysis and drive preventive action.

3. Technology, Tools & Automation

• Own ITSM platforms – Salesforce.
• Implement automation, AI chatbots, workflow orchestration, and self-service enhancements.
• Maintain dashboards and analytics for service performance monitoring.

5. People Leadership & Team Development

• Lead, coach, and develop Global Serice Desk team.
• Drive culture of accountability, customer service, and operational excellence.
• Execute workforce planning, hiring strategies, and skill development roadmaps.

6. Continuous Improvement

• Identify systemic issues and drive resolution via process optimization and automation.
• Lead shift-left initiatives, improving self-service and knowledge management.
• Use data and telemetry to improve support operations at scale.

Required Qualifications

• 8–12+ years in IT support or service desk operations.
• 4+ years managing global teams.
• Strong understanding of ITIL and ITSM disciplines.
• Experience with enterprise-scale ITSM tools.
• Strong analytical, communication, and stakeholder management skills.
• Proven major incident management experience.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience supporting large, distributed or hybrid organizations.
• Familiarity with macOS, Windows, O365/Google Workspace.
• Vendor/MSP management experience.

Competencies

• Data-driven decision making
• Global team leadership
• Incident and crisis management
• Process governance
• Communication and executive reporting
• Operational excellence mindset
• Customer-centric problem solving

Sycomp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, veteran status, or any other protected characteristic.

Sycomp will provide reasonable accommodation for qualified individuals with disabilities as needed. If you need assistance or an accommodation in applying, please contact our Human Resources Department at hr@sycomp.com.

Job Type: Full-time

Work Location: Remote