Global Head of Service Desk

POSITION SUMMARY

The Global Head of Service Desk is accountable for the end-to-end operational performance, cadence, and control of the global Service Desk, ensuring consistent, predictable delivery across all shifts / teams / regions and low operational friction.

The role establishes a single operating rhythm through which work enters, flows, and exits the system in a controlled manner, maintaining active oversight of backlog, resource deployment, and service quality.

Acting as the operational metronome of the Service Desk, this role sets the pace and discipline of delivery across the function ensuring performance is not reactive but deliberately managed. Work is controlled, not left to queue behaviour; backlog is actively maintained within tolerance; and leaders make clear, evidence-led decisions based on real demand.

Success is defined by calm, repeatable performance at scale and measured through OLA and SLA adherence, first touch resolution, average resolution time, backlog health, quality assurance, and customer satisfaction.

This is a hands-on leadership role requiring close engagement with the detail. The successful candidate will understand queue dynamics, backlog drivers, and emerging performance risks in real time - while building a leadership team capable of operating independently.

The role demands a deliberate balance between operational rigour and people growth: maintaining tight control of flow, performance, and service quality, while developing Team Leaders and engineers into highly capable, accountable operators.

Success depends on the ability to move seamlessly between systems thinking, targeted operational intervention, and the continuous development of leadership capability, creating a structured, high-performing, and sustainable service environment.

EDUCATION AND EXPERIENCE

The successful candidate will have proven experience leading and scaling a multi-region / global service desk in a growing MSP.

Essential

• Bachelor’s degree or equivalent experience in IT / technical service operations
• ITIL v4 Foundation
• Experience managing leaders of leaders (Team Leads / Supervisors)
• Strong background in ITIL-aligned Service Desk / MSP environments

Preferred

• Certifications related to PSA tooling e.g. Halo PSA
• ITIL v4 Managing Professional or Strategic Leader
• Demonstrated ability to manage high-volume, SLA-driven operations at scale
• Demonstrated ability to manage globally distributed, 24/7 operations

KEY JOB ELEMENTS

Global Operational Control & Flow

• Own the global flow of work across L1–L3 functions, ensuring demand is balanced across regions and time zones
• Ensure Service Desk Managers actively control queue entry, WIP, and exit conditions
• Establish a single operating rhythm across all regions, standardising how tickets are triaged, assigned, and progressed
• Eliminate unmanaged queues, ticket stagnation, and reactive working patterns

Performance, Backlog & SLA Governance

• Own and govern global performance against SLA / OLA / XLA adherence
• Enforce backlog control discipline, ensuring leaders can articulate not only what backlog exists, but why
• Ensure proactive intervention ahead of degradation of performance or client outcomes

Leadership of Team Leaders (L1–L3)

• Lead, coach and performance manage Service Desk Team Leaders across all regions
• Ensure Team Leaders:
• … effectively communicate expectations and provide access to real-time measurement
• … deploy engineers effectively based on skill, ticket type, and demand
• … actively manage quality, not just throughput
• … make visible, justifiable decisions on resource allocation
• … celebrate excellence
• Build a leadership layer that operates with authority at the point of work, not dependency
• Identify and develop future leaders

Champion and embed personal development

• Value and grow technical talent
• Invest in the skills and progression of service desk staff at every level creating an environment where people can progress through L1-3 and beyond
• Ensure that individual strengths are identified, played-to and built-on throughout professional tenures in the service desk

Quality & Customer Experience Control

• Own implementation and ongoing adherence to the Ticket Handling Playbook standards and design quality into process rather than inspect it after the fact.
• Ensure all teams consistently deliver:
• …. clear, time-bound communication commitments
• …. validated resolutions and complete documentation
• …. customer-first outcomes over internal metrics
• Introduce structured quality frameworks across ticket notes, communication and resolution validation
• Create a positive, high energy and confident culture where staff can do their best work and have space for deliberate, rather than rote, action

Incident & Major Incident Readiness

• Ensure the Service Desk operates effectively under P1 / P2 Major Incidents and other workload spikes
• Maintain operational discipline and protect BAU activities during incidents
• Act as senior escalation point and support Duty Major Incident Managers in high-impact scenarios

Develop metrics as a Live Control System

• Embed the use of metrics as real-time operational tools able to course-correct before processes close
• Ensure leaders use dashboards to:
• … anticipate issues
• … promote quality
• … drive performance
• Drive a culture where every decision is evidence led

Continuous Improvement & Operational Maturity

• Progress maturity levels across visibility and control and performance management
• Deliver and protect a sense of predictable, low-stress delivery as the business scales
• Identify systemic issues (process, tooling, skills) and implement structured improvements
• Partner with Customer Champions to improve prioritisation and service quality signals

Global Coverage & Operating Model Integrity

• Ensure seamless 24x7 handovers and consistent execution across regions, the desk should operate continuously and seamlessly for users in any region
• Define and enforce clear ownership models, handover standards and escalation processes

PERSON SPECIFICATION

The successful candidate will be at home both empowering people and delight in rolling up their sleeves in getting into the detail. They will exhibit:

• Operational control: flow, WIP, backlog, and queue dynamics deeply
• Leadership maturity: able to balance pacesetting, coaching, directing and developing the capability of others
• Analytical strength: can interpret metrics and convert them into action
• Process discipline creates structured, repeatable, low-error environments
• Customer focus: understands how operational performance drives real client outcomes

They will be

• Calm under pressure; does not create escalation culture
• Highly structured and methodical
• Articulate, communicating clearly, directly and with authority
• Focused on outcomes over activity
• Committed to building trust through consistency and predictability

We are an equal opportunity employer and value diversity in our workforce. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. We are committed to creating an inclusive environment where everyone can thrive.