Global Service Desk Lead - Multi-Time Zone Ops

Cloudpso; Dallas (TX); On-site; USD 110,000 - 165,000; Full time

Job summary

CloudPSO is seeking a Global Service Desk Manager to oversee day-to-day IT support for clients across time zones. You will manage a distributed team, ensure service delivery against SLAs, and act as the escalation point for urgent issues across teams.

You will coach leads and analysts, optimize ticket handling, and provide clients with clear visibility into service performance and improvement actions.

Qualifications

• 5+ years in IT service desk or technical support operations, including team management.
• Experience running multi-shift, multi-site or multi-account support.
• Proven track record of managing SLAs, escalations, and major incidents for clients.

Responsibilities

• Lead service desk team leads and analysts; set performance expectations and coach.
• Plan staffing and shift coverage to meet client support hours.
• Own ticket triage, prioritization, escalation, and follow-through.
• Coordinate major incidents with technical teams and vendors; communicate with clients.
• Track SLAs, response/resolution times, backlog, and customer satisfaction; drive improvement.
• Lead client service reviews and present performance trends; drive actions.
• Maintain runbooks and knowledge articles; identify opportunities to automate repetitive work.

Skills

ITIL

SLA management

Escalation handling

Team leadership

Client-facing communication

Education

ITIL Certification

Tools

ServiceNow

Jira Service Management

Freshservice

ConnectWise

Job description

CloudPSO is seeking a Global Service Desk Manager to oversee day-to-day IT support for clients across time zones. You will manage a distributed team, ensure service delivery against SLAs, and act as the escalation point for urgent issues across teams.

You will coach leads and analysts, optimize ticket handling, and provide clients with clear visibility into service performance and improvement actions.