> Markdown version of [/jobs/ext/605004-global-service-desk-manager](https://www.wearedevelopers.com/jobs/ext/605004-global-service-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Global Service Desk Manager - **Company:** Formerra Llc - **Location:** Romeoville, IL, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, IT Management, Knowledge Management - **Published:** June 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2e4c2990eac8fc2e ## About the Role Do you have experience in Vendor relationship management?, * 8+ years of experience in IT support or service management. * Prior experience managing a global or multi-region Service Desk. * Hands-on experience with Jira Service Management. * Proven experience managing outsourced or managed service providers. * Strong understanding of ITIL processes (Incident, Request, Problem, Knowledge). * Strong communication skills and comfort operating in a structured corporate environment. Preferred Qualifications * ITIL Foundation or higher certification. * Experience supporting complex, enterprise IT environments. * Experience driving measurable service improvements through data and metrics., + Physical Demands: Ability to sit and use a computer for extended periods. Ability to lift up to 5 pounds. + Work Hours: Standard business hours + Travel Requirements: Willingness to travel up to 10% (or as needed) for client meetings, industry events, or team gatherings. ## Description The Global Service Desk Manager is responsible for leading and overseeing enterprise IT Service Desk operations supporting employees across the U.S., Mexico, Europe, and Asia. This role provides operational leadership for a 24x7, follow-the-sun Service Desk delivered through an outsourced support provider, with a strong emphasis on service quality, operational governance, and continuous improvement. This position requires a hands-on, execution-oriented leader who thrives in a structured corporate environment and effectively balances day-to-day operations, vendor accountability, process discipline, and clear communication with IT leadership and business stakeholders., * Own day-to-day operations of a 24x7 global Service Desk, ensuring consistent, reliable support across all regions. * Manage incidents, service requests, escalations, and major incidents within Jira Service Management; serve as the primary escalation point for critical and high-impact issues. * Monitor and report on service performance against SLAs, KPIs, and customer satisfaction metrics. * Lead governance of the outsourced Service Desk provider, including staffing, coverage, service quality, and contractual compliance. * Conduct regular operational reviews with vendors, focusing on performance trends, risks, and continuous improvement actions. * Coordinate closely with internal IT teams (Infrastructure, Security, Applications) to ensure seamless end-to-end support. * Define, maintain, and continuously improve Service Desk processes aligned with ITIL best practices. * Administer and optimize Jira Service Management, including workflows, automation, queues, and reporting. * Drive improvements in first-contact resolution, backlog reduction, knowledge management, self-service, and automation. * Provide clear, concise operational reporting to IT leadership and communicate service performance, risks, and improvement initiatives to business stakeholders. * Support audits, compliance requirements, and internal IT governance processes. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)