IT Global Service Desk Manager

Global Service Desk Manager

The Global Service Desk Manager is responsible for leading and optimizing Hussmann's worldwide end user support organization. This role oversees global Tier 1, 1.5, and Tier 2 support operations, ensuring consistent, high quality service across all regions. The manager owns ITIL aligned ITSM processes, asset lifecycle management, metrics governance, automation strategy, and continuous improvement initiatives. The ideal candidate is a customer focused, data driven leader with strong business acumen, deep technical expertise, and the ability to translate IT performance into measurable business outcomes.

Responsibilities

Global Service Desk Leadership

• Lead and mature a globally distributed Service Desk team delivering Tier 1–2 support.
• Ensure consistent service delivery across geographies, time zones, and shift models.
• Standardize processes, knowledge practices, and support models across the enterprise.

IT Service Management (ITSM)

• Own and enhance ITIL‑aligned processes including Incident, Request, Problem, Knowledge, and Change Enablement.
• Define, monitor, and report on KPIs, SLAs, and SLOs.
• Drive continuous improvement efforts through trend analysis and root‑cause elimination.

Customer Experience & Shift Left Strategy

• Champion a customer‑first culture focused on simplicity, speed, and reliability.
• Identify high‑volume and high‑friction tickets and implement permanent fixes.
• Expand self‑service, automation, knowledge articles, and proactive support.
• Lead monthly operational reporting, providing insights that drive leadership decisions.

Next‑Generation Support & Automation

• Drive adoption of AI, virtual agents, auto‑remediation, and intelligent automation.
• Enable proactive support through monitoring, analytics, and integrated toolsets.
• Evaluate emerging technologies and partner with internal teams to strengthen service capabilities.

Asset Management & Endpoint Services

• Oversee global end‑user asset lifecycle, including procurement, deployment, refresh, and retirement.
• Ensure compliance, accurate inventory, and audit readiness.
• Lead PC imaging, deployment, patching, and MDM governance.

Vendor & Partner Management

• Manage insourced & outsourced service desk partners and endpoint support vendors.
• Conduct regular service reviews and ensure contract adherence.
• Drive performance optimization across vendor ecosystems.

People Leadership & Development

• Recruit, coach, and develop high‑performing global support teams.
• Build training and certification plans, career paths, and engagement programs.
• Foster a culture of innovation, accountability, and service excellence.

Governance, Risk & Compliance

• Ensure adherence to security, audit, and regulatory requirements.
• Maintain documentation, process controls, and operational readiness.
• Partner with cybersecurity on incident response and escalations.

Qualifications

Bachelor's degree in IT, Computer Science, or related area. 10+ years of ITSM or end user support experience; 2–3+ years in global leadership. Experience managing distributed and/or outsourced support models. ITIL certification preferred.

Technical Skills

Strong expertise in ITIL/ITSM frameworks and platforms (Microsoft SCSM, ServiceNow, BMC, Jira Service Management, etc.). Knowledge of endpoint management and MDM tools (Intune, Jamf, Workspace ONE). Experience leading automation and self‑service initiatives. Strong analytical and reporting skills.

Leadership & Behavioral Competencies

Strong communication with ability to influence executive stakeholders. Enterprise‑level thinking and decision‑making. Emotional intelligence and adaptability in complex organizational environments. Ability to drive alignment with broader organizational strategy.

Key Performance Indicators (KPIs)

First Contact Resolution (FCR) Mean Time to Resolution (MTTR) SLA/SLO achievement Ticket volume reduction Self‑service adoption Customer Satisfaction (CSAT) Knowledge article effectiveness Endpoint deployment cycle time Asset accuracy and compliance

Benefits & Perks – What's In It For You

Hussmann is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here's what you can expect:

Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.

Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.

Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.

Paid Time-Off Benefits – Paid time off, stewardship and parental leave.

Educational Assistance – Tuition reimbursement for job-related courses after six months of service.

Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.

*Available to eligible employees starting the first day of the month following their start date. Eligibility for each benefit may vary based on employment status.

About Hussmann

For over a century, Hussmann Corporation has been a global leader in commercial refrigeration equipment — delivering solutions that meet the demands of the modern food retailing industry. Headquartered in St. Louis, MO, Hussmann offers a diverse range of products and connected solutions designed to enhance operational efficiency, optimize visibility of merchandise, and keep food fresh. With a nationwide network of skilled technicians, Hussmann goes beyond manufacturing — a trusted partner, relentlessly driving customer success.

For more information about Hussmann, please visit www.hussmann.com. Hussmann is a subsidiary of Panasonic USA. Hussmann is proudly committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, national origin, genetics, medical condition, or any other characteristic protected by law.