Global Service Desk Manager

Sycomp; Mumbai; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Sycomp is seeking a Global Service Desk Manager to lead a 24x7 global operation across APAC and LATAM, driving ITIL-aligned processes, automation, and continuous improvement. The role requires managing distributed teams, shaping service delivery metrics, and ensuring customer satisfaction.

The ideal candidate has 15+ years in IT service desks, 4+ years of global leadership, and strong analytics with a proven US client background.

Qualifications

• 15+ years in IT support or service desk operations.
• 4+ years managing global teams (LATAM, APAC, US).
• Strong understanding of ITIL and ITSM disciplines.
• Experience with enterprise-scale ITSM tools.
• Experience working with US client, a must.

Responsibilities

• Lead 24x7 Global Service Desk across APAC & LATAM.
• Ensure incidents, requests, escalations are handled timely.
• Oversee scheduling, queue management, and workload balancing.
• Own ITSM platforms such as Salesforce and analytics dashboards.
• Drive automation, AI chatbots, and self-service enhancements.

Skills

Global leadership

ITIL/ITSM

Stakeholder management

Incident management

Data analytics

Tools

Salesforce

Job description

Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions. Sycomp’s diverse team of consultants and engineers deliver on the company’s mission to tackle challenging global IT projects through its state‑of‑the‑art integration and warehouse centers and global technology partnerships. Headquartered in the heart of Silicon Valley, California, Sycomp has successfully shipped, deployed and managed complex IT projects and supporting assets in more than 150 countries helping its Fortune 500 customers and global partners realize a world without boundaries.

About the role

We are seeking a Global Service Desk Manager who leads worldwide 24x7 Global Service Desk across multiple regions, ensuring consistent, high-quality services for all customers. This role drives operational excellence, automation, AI adoption, and continuous improvement while managing geographically distributed teams. Success is measured through clear KPIs tied to service performance, operational efficiency, and customer satisfaction.

Key Responsibilities

1. Global Operations Leadership

• Manage Service Desk teams across APAC & LATAM using a follow-the-sun model.
• Ensure timely handling of incidents, service requests, and escalations.
• Oversee scheduling, queue management, workload balancing, and daily operational health.
• Experience in preparing data analytics, providing meaningful summary from data for MBR and QBR.

2. ITSM & Process Governance

• Lead Incident, Request, Problem, Knowledge, and Major Incident Management.
• Maintain SOPs & escalation workflows.
• Ensure alignment with ITIL processes and service delivery governance.
• Conduct root-cause analysis and drive preventive action.

3. Technology, Tools & Automation

• Own ITSM platforms – Salesforce.
• Implement automation, AI chatbots, workflow orchestration, and self-service enhancements.
• Maintain dashboards and analytics for service performance monitoring.
• Lead, coach, and develop Global Serice Desk team.
• Drive culture of accountability, customer service, and operational excellence.
• Execute workforce planning, hiring strategies, and skill development roadmaps.
• Identify systemic issues and drive resolution via process optimization and automation.
• Lead shift-left initiatives, improving self-service and knowledge management.
• Use data and telemetry to improve support operations at scale.

Required Qualifications

• 15+ years in IT support or service desk operations.
• 4+ years managing global teams (LATAM, APAC, US).
• Strong understanding of ITIL and ITSM disciplines.
• Experience with enterprise-scale ITSM tools.
• Strong analytical, communication, and stakeholder management skills.
• Experience working with US client, a must.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience supporting large, distributed or hybrid organizations.
• Familiarity with macOS, Windows, O365/Google Workspace.
• Experience coming from a global IT services or consulting company, a plus.
• Global team leadership
• Incident and crisis management
• Process governance
• Communication and executive reporting
• Operational excellence mindset
• Customer-centric problem solving

Technology Means the World to Us

Technology connects people, enables business, fosters innovation, and helps organizations operate without boundaries. Every day, Sycomp’s diverse team delivers on the company’s mission to help customers and partners navigate the complexity of global IT—from cloud and data center computing to cyber security, networking, and integration and logistics across more than 150 countries. If you thrive in a growth‑minded and values‑driven culture, Sycomp may be your next career adventure. At Sycomp, you will have the opportunity to work in a global setting, collaborate with cross‑functional teams, and be part of a dynamic and growing organization.

Sycomp is known for its strong culture and commitment to employee growth. With a 93% company-wide retention rate, we foster an environment where people can make a meaningful impact, develop professionally, and build rewarding careers over the long term.

Learn more about Sycomp and our benefits at: https://sycomp.com/careers/

Equal Opportunity Statement

Sycomp is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, veteran status, or any other protected characteristic.

Sycomp will provide reasonable accommodation for qualified individuals with disabilities as needed. If you need assistance or an accommodation in applying, please contact our Human ResourcesDepartment at [e-mail]

Sycomp may use automated tools, including artificial intelligence, to support certain aspects of the recruitment process, such as reviewing applications or identifying relevant experience. These tools assist our teams, and all hiring decision s are made following human review.