Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.bizlinktech.com

Tech stack

Mttr Technical Debt Information Technology Data Analytics

Job description

• Direct, coach, and support the Service Desk Team Leads for APAC, the Americas, and Europe. Break down regional silos, standardize support quality globally, and establish seamless ticket hand-over processes across time zones.
• Oversee the hiring and onboarding roadmap for the Europe and America teams, using the mature APAC footprint as a blueprint to standardize global support quality from day one.
• Take full accountability for global Service Desk KPIs. Continuously optimize response times (MTTR) and first-contact resolution (FCR) rates to maintain high internal customer satisfaction (SAT).
• Translate complex, high-level technical deployments into clear, floor-level standard operating procedures (SOPs) for local IT and business staff. Balance strict global IT compliance with practical, local business productivity.
• Serve as the primary operational point of contact when things hit the fan.
• Orchestrate the response to major global outages across all three regions and ensure clean, timely communication to business stakeholders.
• Monitor global and regional support trends. Provide the Service & Operations Director with transparent, data-driven operational dashboards that call out systemic process gaps and technical debt early.

Requirements

• Minimum of 8 years of progressive experience in IT Service Management (ITSM), with at least 3-4 years of proven experience directly managing remote, multi-regional teams (specifically supervising regional leads or managers) in a multinational corporation.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).
• Deep foundational knowledge of ITIL/ITSM frameworks (ITIL Foundation certification is a strong plus), with a proven track record of executing Change Management and Service Transition in a complex matrix environment.
• Flexibility and willingness to occasionally support teams and attend alignment meetings across conflicting time zones.

Apply for this position

This job is hosted externally. Click below to view the full posting and apply.

Apply on www.bizlinktech.com

Prepare application

• Draft this with your agent
• Open in Claude
• Open in ChatGPT
• Copy prompt