Global Service Desk Manager - Lead Distributed IT Support

Cloudpso; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Work-From-Home facility

Job summary

CloudPSO is seeking 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

Qualifications

• 5+ years in IT service desk or technical support operations.
• Experience managing a team across shifts, locations, or client accounts.
• Track record of managing SLAs, escalations, and major incidents in a client-facing environment.
• Working knowledge of ITIL service management practices and ITSM platforms.
• Experience handling escalations involving Microsoft 365, identity/access, endpoints, networking, and cloud services.
• Strong written and verbal communication skills, especially explaining incidents, trade-offs, and next steps to clients and leadership.

Responsibilities

• 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; ensure clear ownership at handoffs.
• 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.
• Track SLA attainment, response and resolution times, backlog aging, first-contact resolution, and customer satisfaction; develop improvement plans.
• Lead client service reviews, explain performance trends, and follow through on actions.
• Maintain runbooks, escalation paths, and knowledge articles; identify opportunities to automate repetitive work and improve self-service.
• Partner with infra, cloud, security, and apps teams to onboard new clients and services with clear ownership.

Skills

IT service desk operations

Team management

Client-facing communication

SLA management

Cross-location support

Tools

ServiceNow

Jira Service Management

Freshservice

ConnectWise

Job description

CloudPSO is seeking 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