IT Operations Manager

The Global Service Desk Manager will lead the delivery of 24/7 customer-centric IT support through a global, multi-channel service desk. This role ensures seamless service delivery by managing a team of time zone managers, driving the adoption of digital, self-service, and automated technologies to enhance customer experience. The manager will focus on continuous service improvement, building strong stakeholder relationships, and aligning operations with business needs. Key responsibilities include monitoring performance, fostering a data-driven culture, and leveraging new technologies such as Gen AI to modernize service delivery and enhance efficiency.

Main duties and responsibilities

• Ensure seamless 24/7 support across regions through multiple channels, maintaining high standards of service quality.
• Establish and maintain robust methods, procedures, and governance for Service Desk operations.
• Manage and mentor time-zone managers in Europe and APAC, promoting accountability, customer focus, and proactive problem-solving.
• Actively identify and implement Service Desk modernization opportunities to reduce manual efforts, and introduce more efficient ways of working through automation and innovative technologies.
• Foster a customer-centric mindset across the team, ensuring consistent delivery of exceptional IT support.
• Collaborate with business units to maintain agreed service levels and implement improvement plans where needed.
• Build strong relationships with internal and external stakeholders to influence and enhance the overall IT experience.
• Track and monitor service delivery performance across all channels, emphasizing digital, self-service, and automation.
• Prepare and present operational performance reports for management and customers.
• Develop a data-driven culture to provide visibility into KPIs, OKRs, SLAs, and customer experience metrics.
• Drive adoption of new technologies, including Generative AI, to modernize support and create intelligent, self-learning solutions.
• Lead initiatives for self-healing capabilities using automation tools (e.g., Nextink DEX platform) to detect, diagnose, and resolve issues proactively.
• Orchestrate continuous improvement programs focused on enhancing customer experience.
• Build and maintain a motivated, high-performing team aligned with strategic objectives.
• Define and lead the vision and strategy for global IT support, ensuring alignment with organizational goals.

About you

• Significant experience in people management, with a track record of building and leading high-performing teams.
• Demonstrated experience managing international IT service operations across multiple regions.
• Understanding of Microsoft 365 (M365) concepts.
• Familiarity with Contact Center solutions such as Five9, 8x8, or Cisco Webex.
• Good knowledge of ITIL processes (or equivalent), including incident, problem, and change management.
• Passionate about proactive support solutions, including Digital Employee Experience (DEX) platforms like Nexthink.
• Interest in adopting Agentic AI and automation capabilities to modernize Service Desk operations.
• Familiarity with ITSM platforms, preferably ServiceNow.
• Exceptional business relationship management skills, with the ability to influence and collaborate effectively across stakeholders.
• Strong analytical, critical thinking, and problem-solving skills to drive data-led decisions.
• Highly effective written and verbal communication skills, able to convey complex concepts clearly and persuasively.

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.