Global IT Service Desk Leader

Coursera; United States; Remote; USD 19,000 - 26,000; Full time

Job summary

Coursera’s IT Service Desk Manager role oversees a global desk, guiding a geographically dispersed team to deliver consistent IT support and end-user excellence.

The position focuses on process optimization, budget stewardship, and driving digital transformation, with emphasis on security and stakeholder collaboration across the organization. This role requires strong leadership and ITIL-based governance.

Qualifications

• Minimum 6 years of technical support and service management experience with 3–4 years in a supervisory role.
• Experience managing enterprise support in a large web-based environment using ITIL principles.
• Proven track record of meeting KPIs like CSAT, TTR, SLAs, and backlogs.
• Experience leading organizational change initiatives and stakeholder engagement.
• Experience with vendor relationships and asset management to optimize costs.

Responsibilities

• Lead and mentor a geographically dispersed IT support team to ensure a consistent end-user experience.
• Streamline Service Desk operations with efficient processes and SLAs.
• Support IT budgeting and resource optimization, aligning with organizational goals.
• Collaborate with cross-functional teams to improve security and productivity.
• Develop and enforce global standards and digital transformation initiatives.
• Oversee employee development, performance reviews, and career paths for the ServiceDesk team.

Skills

Leadership

Communication

Customer focus

Vendor management

ITIL

Education

Bachelor's in IT

Tools

IT Tools

ITSM Tools

Job description

Coursera’s IT Service Desk Manager role oversees a global desk, guiding a geographically dispersed team to deliver consistent IT support and end-user excellence.

The position focuses on process optimization, budget stewardship, and driving digital transformation, with emphasis on security and stakeholder collaboration across the organization. This role requires strong leadership and ITIL-based governance.