Tower Lead (Support & Operations)

Job Summary

• Global Service Desk Operations Manager Role Overview Service Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).
• Oversee incident, request, and escalation handling in line with SLAs/OLAs.
• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.
• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.
• Conduct regular service review meetings with internal and external customers.
• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.
• Manage workforce planning, capacity planning, and scheduling.
• Conduct performance evaluations and training programs.
• Foster a strong customer-centric culture.
• 1. Tools & Technology Management• Oversee ITSM tools (e.g., Service Now, Remedy, Jira Service Management).
• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.
• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.
• Analyze data for service improvements and decision-making.
• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.
• Implement automation, shift-left strategies, and digital transformation initiatives.
• Benchmark against industry standards and best practices.

Key Responsibilities

• Global Service Desk Operations Manager Role Overview Service Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).
• Oversee incident, request, and escalation handling in line with SLAs/OLAs.
• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.
• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.
• Conduct regular service review meetings with internal and external customers.
• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.
• Manage workforce planning, capacity planning, and scheduling.
• Conduct performance evaluations and training programs.
• Foster a strong customer-centric culture.
• 1. Tools & Technology Management• Oversee ITSM tools (e.g., Service Now, Remedy, Jira Service Management).
• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.
• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.
• Analyze data for service improvements and decision-making.
• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.
• Implement automation, shift-left strategies, and digital transformation initiatives.
• Benchmark against industry standards and best practices.

Skill Requirements

• Global Service Desk Operations Manager Role Overview Service Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).
• Oversee incident, request, and escalation handling in line with SLAs/OLAs.
• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.
• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.
• Conduct regular service review meetings with internal and external customers.
• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.
• Manage workforce planning, capacity planning, and scheduling.
• Conduct performance evaluations and training programs.
• Foster a strong customer-centric culture.
• 1. Tools & Technology Management• Oversee ITSM tools (e.g., Service Now, Remedy, Jira Service Management).
• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.
• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.
• Analyze data for service improvements and decision-making.
• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.
• Implement automation, shift-left strategies, and digital transformation initiatives.
• Benchmark against industry standards and best practices.

Other Requirements

• Global Service Desk Operations Manager Role Overview Service Desk Operations Manager is responsible for overseeing the delivery, performance,and continuous improvement of IT service desk operations. This role ensures high-qualityend-user support, efficient incident and request management, and alignment withbusiness objectives and IT service management (ITSM) best practices.Key Responsibilities1. Service Desk Operations Management• Lead and manage global service desk teams• Ensure 24x7 support coverage across regions (APAC, EMEA, Americas).
• Oversee incident, request, and escalation handling in line with SLAs/OLAs.
• Ensure consistent service delivery standards across all locations.2. Service Delivery & Performance• Monitor and improve key performance metrics such as:o First Call Resolution (FCR)o Voice of Customer (VOC)o SLA compliance• Identify trends, recurring issues, and opportunities for optimization.
• Drive service improvement initiatives and automation.3. Stakeholder Management• Act as the primary point of contact for business stakeholders and IT leadership.
• Conduct regular service review meetings with internal and external customers.
• Collaborate with infrastructure, application, and vendor teams.4. Team Leadership & Development Classification: Internal• Lead, mentor, and develop service desk managers, supervisors, and analysts.
• Manage workforce planning, capacity planning, and scheduling.
• Conduct performance evaluations and training programs.
• Foster a strong customer-centric culture.
• 1. Tools & Technology Management• Oversee ITSM tools (e.g., Service Now, Remedy, Jira Service Management).
• Drive adoption of self-service, AI/chatbots, automation, and knowledge bases.
• Ensure system availability, reporting accuracy, and tool optimization.6. Reporting & Analytics• Prepare and present executive dashboards and reports.
• Analyze data for service improvements and decision-making.
• Provide insights into service desk health and performance.7. Continuous Improvement• Identify opportunities for cost optimization and operational efficiency.
• Implement automation, shift-left strategies, and digital transformation initiatives.
• Benchmark against industry standards and best practices.