Global Service Desk Leader: 24/7 Ops Excellence

Creative ITC; Milton Keynes; On-site; GBP 110,000 - 150,000; Full time

Job summary

Creative ITC is seeking a Global Head of Service Desk to lead a multi-region, 24/7 service operation. The role drives end-to-end performance, backlog management, and cross-region flow to deliver predictable, high-quality support at scale.

You will balance demand, optimize queue management, and set operating rhythms across regions while developing a leadership layer and ensuring customer-focused outcomes. The ideal candidate has proven experience scaling a global service desk in an MSP

Qualifications

• Bachelor’s degree or equivalent experience in IT / technical service operations.
• ITIL v4 Foundation.
• Experience managing leaders of leaders (Team Leads / Supervisors).
• Strong background in ITIL-aligned Service Desk / MSP environments.

Responsibilities

• Own global flow of work across L1–L3 functions and balance demand across regions.
• Govern SLA/OLA/XLA adherence and backlog control.
• Lead Service Desk Team Leaders across regions; develop leaders.

Education

Bachelor’s degree or equivalent experience in IT / technical service operations

ITIL v4 Foundation

Experience managing leaders of leaders

Strong ITIL-aligned Service Desk / MSP background

Tools

Halo PSA

Job description

Creative ITC is seeking a Global Head of Service Desk to lead a multi-region, 24/7 service operation. The role drives end-to-end performance, backlog management, and cross-region flow to deliver predictable, high-quality support at scale.

You will balance demand, optimize queue management, and set operating rhythms across regions while developing a leadership layer and ensuring customer-focused outcomes. The ideal candidate has proven experience scaling a global service desk in an MSP