Global Service Desk Manager

🔥 20 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

CloudPSO

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

CloudPSO is an innovative company that provides solutions for managing WiFi network settings through its My Spectrum app. Users can customize network parameters such as the network name and password, manage devices, and modify advanced settings like DNS and port forwarding. CloudPSO aims to enhance user control over their internet connectivity and optimize network performance.

📋 Description

• Lead service desk team leads and analysts; set performance expectations, coach the team, and support hiring, onboarding, and training • Plan staffing and shift coverage to meet client support hours • Ensure open incidents and priority requests have a clear owner at every handoff • Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests • Coordinate major incidents with technical teams and vendors • Keep clients informed through resolution and follow up on corrective actions • Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction • Turn recurring issues into specific improvement plans • Lead client service reviews, explain performance trends, and follow through on agreed actions • Maintain runbooks, escalation paths, and knowledge articles • Identify opportunities to automate repetitive work and improve self-service • Partner with infrastructure, cloud, security, and application teams to onboard new clients and services into support with clear ownership and procedures

🎯 Requirements

• 5+ years in IT service desk or technical support operations, including experience managing a team • Experience running support across multiple shifts, locations, or client accounts • Track record of managing SLAs, escalations, and major incidents in a client-facing environment • Working knowledge of ITIL service management practices • Experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise • Technical depth involving Microsoft 365, identity and access, endpoints, networking, and cloud services • Strong written and verbal communication skills • Preferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume