Service Desk Manager

Service Desk Manager

About the role

As a Service Desk Manager, you will make an impact by leading and optimizing Service Desk operations to deliver consistent, high‑quality IT support services. You will be a valued member of the IT Operations team and work collaboratively with support teams, vendors, and senior leadership to ensure service excellence, customer satisfaction, and alignment with organizational objectives.

In this role, you will:

• Define and execute the Service Desk strategy, policies, and operational standards
• Lead multiple Service Desk initiatives, overseeing service delivery, resource planning, and execution
• Manage budgets, staffing plans, and third‑party vendor relationships
• Monitor service performance and ensure compliance with SLAs and KPIs
• Drive continuous improvement initiatives and support digital transformation efforts
• Identify operational risks and implement mitigation plans to ensure service stability
• Prepare and deliver regular reports on service performance, trends, and risks to senior leadership
• Foster a culture of accountability, innovation, and customer focus across support teams
• Ensure alignment with ITIL practices and service management frameworks

Work model

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this position may follow a hybrid work model.
Working arrangements may change depending on business needs, and we will always be clear about role expectations.

What you must have to be considered

• Ample experience in IT support and service management roles, including people management responsibilities
• Strong hands‑on experience with ITIL practices and service management frameworks
• Proven ability to manage large teams and complex support environments
• Experience monitoring service performance and managing SLAs
• Excellent stakeholder management, communication, and leadership skills
• Fluency in English and Spanish

These will help you stand out

• Portuguese language skills
• Experience leading service transformation or continuous improvement initiatives
• ITIL certification or equivalent service management credentials
• Experience working in global or multi‑regional support environments

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting strengths to this role.