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# GLOBAL SERVICE DESK MANAGER

- **Company:** Bizlink Technology (s.e.a.) Sdn. Bhd.
- **Location:** Belgium
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Mttr, Technical Debt, Information Technology, Data Analytics
- **Published:** October 27, 2026
- **Apply:** https://www.bizlinktech.com/open-positions/global-service-desk-manager

## About the Role

* 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.

## 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.