Global Service Desk Manager

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 a Information Technology Outsourcing (ITO) company that assists in the acquisition of qualified staff to address complex digital problems in order to increase efficiency, reduce costs, and maintain compliance.

CloudPSO was founded in 2017 with an aim to provide businesses with a competent and skilled workforce at any given point in time and from any geographic region.

We are a US-based company with headquarters in Dallas (Texas) and a center of excellence in Pakistan. We have over 200 facility seats with an additional Work-From-Home facility. CloudPSO has skillful in-house software development teams with state-of-the-art tools, the latest VOIP technology platform, and secure infrastructure.

Our core values consist of client satisfaction, commitment, quality, and transparency.

We, at CloudPSO, hunt, analyze, recruit, train, and retain top-notch talent for you to help achieve your business goals. Optimizing mission-critical and day-to-day enterprise IT operations, CloudPSO enables businesses to transform, innovate and scale.

About the role

CloudPSO is hiring a Global Service Desk Manager to lead day-to-day IT support for clients across multiple time zones. You’ll manage a distributed team, own service delivery against client SLAs, and serve as the escalation point when issues need urgent attention or coordination across teams.

This role combines people management with hands-on service operations. You’ll coach team leads and analysts, improve how tickets are handled, and give clients a clear picture of service performance and what we’re doing to improve it.

What you’ll do

• Lead service desk team leads and analysts. Set performance expectations, coach the team, and support hiring, onboarding, and training.
• Plan staffing and shift coverage to meet client support hours. Make sure open incidents and priority requests have a clear owner at every handoff.
• Own ticket triage, prioritization, escalation, and follow-through across incidents and service requests.
• Coordinate major incidents with technical teams and vendors. Keep clients informed through resolution and follow up on corrective actions.
• Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction. Turn recurring issues into specific improvement plans.
• Lead client service reviews, explain performance trends, and follow through on agreed actions.
• Maintain runbooks, escalation paths, and knowledge articles. Identify opportunities to automate repetitive work and improve self-service.
• Partner with infrastructure, cloud, security, and application teams to bring new clients and services into support with clear ownership and procedures.

What you’ll bring

• 5+ years in IT service desk or technical support operations, including experience managing a team.
• Experience running support across multiple shifts, locations, or client accounts.
• A track record of managing SLAs, escalations, and major incidents in a client-facing environment.
• Working knowledge of ITIL service management practices and experience with an ITSM platform such as ServiceNow, Jira Service Management, Freshservice, or ConnectWise.
• Enough technical depth to guide escalations involving Microsoft 365, identity and access, endpoints, networking, and cloud services.
• Strong written and verbal communication skills, especially when explaining incidents, trade-offs, and next steps to clients and leadership.

Preferred: Managed service provider experience, ITIL certification, and experience onboarding new client accounts or improving a growing service desk.