Global Desktop Services Manager

Job Summary

The Global Desktop Service Manager oversees Digital Office Client Services across all corporate, sales, and manufacturing offices worldwide. The Global Desktop Service Manager is the single point of contact for all Digital Office Client Services activities and will ensure technology requests are initiated properly, oversee the daily support activities, manage deployed services, and integrate processes to achieve targets and metrics. This position will manage a distributed resource team of internal and external members in the US, Canada, EMEA and APAC regions.

Job Responsibilities

• Business Relationship Management
• Liaison between Digital Office and business stakeholders for negotiating SLA, Guiding principles, outages, and support staffing.
• Own Client Services technology asset management for end-user devices.
• Lead supplier and vendor management with global client services provider(s), printer suppliers, and cell carriers.
• Define and maintain the global operating model/strategy for client services (tiers, regional hubs, on-site/remote, hours of operation, SLA’s).
• Own the client services global service catalog, request types, and fulfillment paths.
• Lead Service Reviews (weekly operational, monthly performance, quarterly executive).
• Maintain policy and standards (e.g., imaging standards, break/fix vs. replace, loaner device policy).
• Plan and communicate roadmaps, changes, maintenance windows, patching schedules, and major incidents to business units.
• Promote AI enablement, drive automation and self-service in Client Services (portals, virtual agents, how-to content, software distribution).
• Ensure client devices adhere to security baselines (endpoint protection, patching SLAs, encryption).
• Own budget and forecast for client services (run rate, variable volume, HW refresh, outsourcing, etc).

Education Requirements

Education Specifications

• Bachelor's Degree in Business, Computer Science, or related technical discipline is preferred

Experience Requirements

Required

• Typically requires a minimum of 8 years of related experience.
• Familiarity with major ITSM platforms (e.g., IFS Assyst, ServiceNow, Remedy).
• Hands-on experience with ITIL processes (Incident, Request, Problem, Change, Knowledge).
• Proven experience managing large-scale outsourced IT services (Service Desk, EUC, Field Services).
• Global experiences in IT Operations, relationship management, and/or project delivery
• Working in Agile environments: Familiarity with Agile principles and frameworks (Scrum, Kanban) for IT service delivery or improvement projects.
• Knowledge of endpoint management tools (Intune, SCCM) and collaboration platforms (M365).
• Strong analytical and data-driven decision-making.
• Track record of improving ticket quality, first-contact resolution, and knowledge management.

Preferred

• Skilled in contract negotiation, SLA enforcement, and service credit management.
• Managed multi-region teams and services across different time zones and cultures.
• Experience in governance frameworks and operating models for global IT support.
• Strong background in CSAT/NPS improvement programs.