Global IT Help Desk Leader - AI & Automation

FALL CREEK FARM & NURSERY

Chicago (IL)

Hybrid

USD 120,000 - 160,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Sims Limited is seeking a highly motivated Global Help Desk Manager to lead end-user support across Australia, New Zealand, and North America. You will drive ITSM maturity, incident and request fulfillment, and knowledge management to ensure a high-quality support experience.

This leadership role partners with Infrastructure, Security, Applications, and Field Services to deliver reliable services, leverage Ivanti Service Hub and AI-enabled solutions, and track KPIs such as MTTR and CSAT to

Qualifications

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.
7+ years in IT support or Service Desk leadership.
3+ years managing geographically distributed teams.
Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management, or similar solutions.

Responsibilities

Lead and manage Service Desk operations across multiple regions (Australia, New Zealand, North America).
Establish a customer-centric support culture focused on responsiveness and continuous improvement.
Provide leadership, coaching, and performance management for Service Desk personnel.
Manage staffing, scheduling, workload balancing, and regional coverage models.