Service Desk Manager

The Service Desk Manager is responsible for the overall strategy, performance, and leadership of Arraya’s 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 multiple 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 Team Leads to review performance, challenges, staffing needs, and regional trends.
• Oversee 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 onboarding and offboarding processes, ensuring consistent training and access controls across regions.
• Lead performance management, feedback, corrective actions, and annual reviews for the Service Desk.
• Promote a culture of accountability, professionalism, inclusion, and continuous improvement across all locations.

Responsibilities

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

Requirements

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

Expectations

• Deliver consistent, high-quality Service Desk support across all regions.
• Meet or exceed SLA and KPI targets.
• Maintain high customer satisfaction scores across a multi-client, multi-region environment.

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 sitting at a desk and working on a computer.
• Ability to lift and carry up to 30 pounds as needed.
• Must be comfortable operating a computer and/or other office productivity machinery

At Arraya, we firmly believe that people are our most valuable asset, and we’ve created a workplace that embodies this belief. Our senior leadership is actively involved in daily operations, collaborating closely with our committed teams to take a hands-on role in realizing our shared objectives.

Our team consists of a diverse group of tech enthusiasts, each bringing a wealth of industry knowledge and expertise to the table.

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, apply today!