Global Service Desk Manager – 24x7 IT Support Lead

About the role

We are looking for an experienced Global Service Desk Manager to lead and evolve our 24x7 IT service desk operations across multiple regions. You will be responsible for delivering high‑quality end‑user support, ensuring consistent service delivery and an exceptional employee experience while supporting Aven Hospitality’s technology platforms.

Key responsibilities

• Lead and manage global, distributed service desk teams and Managed Service Provider (MSP) partners providing 24x7 support.
• Oversee day‑to‑day service desk operations, ensuring timely resolution of incidents and service requests.
• Drive consistency in service delivery across internal teams and outsourced providers while accommodating regional requirements.
• Ensure all requests and incidents are logged, prioritized, and resolved in alignment with SLAs.
• Establish and enforce ITIL‑based processes (Incident, Request, Problem, Change, and Continual Service Improvement).
• Define, monitor, and report on service levels, KPIs, and operational metrics.
• Act as the primary escalation point for major incidents and high‑impact service disruptions.
• Drive root‑cause analysis and problem management to reduce recurring issues.
• Lead, mentor, and develop service desk staff, including hiring, training, and performance management.

Required profile

• Proven experience leading global or multi‑regional service desk operations.
• Strong leadership and people‑management skills, with experience hiring and developing technical teams.
• Ability to work with internal stakeholders and external MSP partners to ensure service quality.
• Excellent communication skills and a customer‑focused mindset.

Required skills

• ITIL framework implementation and governance.
• IT Service Management (ITSM) processes.
• Incident, problem, and change management.
• Service level management and KPI reporting.
• Experience with 24x7 support environments and Managed Service Providers.