[Hiring] Service Desk Manager @Booth and Partners Pte Ltd

Role Description

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

Supervisory Responsibilities

• Provide direct leadership to Service Desk Team Leads across global 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 global Team Leads to review performance, challenges, staffing needs, and regional trends.
• Oversee global 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 global onboarding and offboarding processes, ensuring consistent training and access controls across regions.
• Lead performance management, feedback, corrective actions, and annual reviews for the Global Service Desk.
• Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations.

Responsibilities

• Own the global Service Desk operating model, ensuring standardized processes, tools, and service quality across all regions.
• Manage and monitor daily global 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 globally.
• Define and maintain global staffing plans, shift models, and capacity forecasts to support growth and changing client demands.
• Establish and enforce global ticket quality standards, documentation requirements, and knowledge management practices.
• Track, analyze, and report on global 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 global 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 global Service Desk operations.
• Drive training, certification tracking, and cross-skilling initiatives to build a resilient, scalable global support team.

Expectations

• Deliver consistent, high-quality Service Desk support across all global regions.
• Meet or exceed global SLA and KPI targets.
• Maintain high customer satisfaction scores across a multi-client, multi-region environment.
• Ensure full global coverage and effective handoffs between regions.
• Resolve escalations quickly and effectively with clear ownership and communication.
• Continuously improve processes, tools, and team performance at a global scale.
• Provide accurate, actionable reporting to Managed Services leadership.
• Model strong leadership, communication, and a people-first, client-first mindset.

Qualifications

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

Education

• 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.

Position Type and Expected Hours of Work

• Full-Time
• Remote
• 40 hours per week
• Monday through Friday with the ability to support after hour escalations if needed.
• Ability to adjust schedule to support evening meetings.

Working Conditions and Physical Requirements

• Prolonged periods of being in a stationary position while working on a computer.
• Must be able to move and/or lift up to 40 pounds at times.
• Must be comfortable operating a computer and/or other office productivity machinery.