Talent500 is hiring for one of its clients.
About Smith + Howard:
Smith + Howard is a US-based top advisory firm known for financial insight and strategic solutions. With the launch of our India operations, we are looking for a strong Global Service Desk Manager to build and lead our technology foundation in the region.
Position Summary:
The Global Service Desk Manager is responsible for overseeing and managing the global service desk operations to ensure delivery of high-quality technical support and customer service to users worldwide. This role involves leading a team of service desk professionals, implementing best practices, and continuously improving service desk processes to enhance user satisfaction and operational efficiency.
The Global Service Desk Manager will collaborate with various departments to align service desk activities with organizational goals, manage escalations, and ensure timely resolution of technical issues. Additionally, this role requires monitoring service desk performance metrics, analyzing trends, and implementing strategies to optimize service delivery. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of IT service management principles.
Key Responsibilities:
- Oversee the day-to-day operations of the global service desk, ensuring timely resolution of incidents, service requests, and escalations.
- Lead and manage a global service desk team, ensuring 24/7 coverage and consistent world class end-user support.
- Recruit, train, mentor, and develop team members to build a high-performing, customer-centric department.
- Foster a culture of accountability, continuous improvement, and collaboration across regions.
- Define and enforce service desk standards, procedures, and knowledge management practices.
- Monitor service desk performance metrics (SLAs, response times, customer satisfaction) and implement corrective actions when necessary.
- Manage and optimize ITSM platforms (ServiceNow and Fresh Service) to improve workflow efficiency and reporting.
- Collaborate with infrastructure, security, and enterprise systems teams to resolve, establish and enforce global service desk policies aligned with corporate IT governance, security, and compliance standards.
- Maintain audit readiness by ensuring documentation, approvals, and incident logs meet regulatory and internal requirements.
- Partner with risk, security, and compliance teams to support SOC 2, ISO, and other relevant certifications.
- Serve as the primary point of contact for service desk performance reporting and updates to senior leadership.
- Build strong relationships with business stakeholders across regions to understand needs and improve service delivery.
- Provide executive-level reporting on service desk trends, risks, and opportunities for improvement.
- Identify opportunities to modernize support operations through AI, automation, and process standardization.
- Drive continuous improvement initiatives to increase customer satisfaction and reduce operational costs.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
- 7+ years of progressive experience in IT support or service desk management, with at least 3–5 years in a leadership role managing global or regional teams.
- Exceptional leadership, coaching, and people-management skills with the ability to build and scale high-performing teams.
- Excellent communication management skills, including experience presenting to executives and collaborating across regions.
- Strong problem-solving, decision-making, and crisis-management abilities.
- A customer-first mindset with a focus on delivering consistent, high-quality end-user experiences.
- Demonstrated success leading multi-location or remote service desk operations in a complex, global organization.
- Proven experience implementing and managing IT Service Management (ITSM) platforms (ServiceNow and Fresh Service).
- Track record of driving automation, process standardization, and self-service initiatives to improve efficiency.
- Strong knowledge of ITIL best practices, incident management, request fulfillment, change management, and problem management.
- Understanding of enterprise environments, including Microsoft 365, cloud services, network infrastructure, endpoint management, and security standards.
- Ability to interpret and report on operational metrics (SLAs, KPIs, CSAT) and use data to drive improvements.
Working Conditions:
Wepride ourselves on offering above-average working conditions that go beyond the standard. Employees enjoy modern, well-equipped facilities, flexible work arrangements, and access to the latest collaboration tools that support productivity without sacrificing balance. What truly sets us apart, however, is our culture, we maintain the warmth and support of a family-owned company, where every team member is known, valued, and encouraged to grow. We foster an environment of trust, respect, and inclusiveness, where people build lasting relationships and feel connected to a larger purpose. This unique combination of professional excellence and family-company feel creates a workplace where people are excited to come to work each day and proud to be part of the journey.
Location and way of working:
Location: Bangalore
Shift Timing:2:00 PM to 11:00 PM IST (5-day work week)
Interview Tips:
At S+H, we want you to feel confident and well-prepared as you explore opportunities with us. Take a moment to learn about our organization, the role you're applying for, and understand how your skills align with the role - it's a great way to walk into your interview informed and ready.
