Global Service Desk Manager

Description:

We are looking for a Global Service Desk Manager to join our team.

As the Global Service Desk Manager, you will be pivotal in supporting Kaplan International’s IT leadership to deliver seamless, high-quality service across a diverse, global user base. Reporting into the Head of Support Services, you will manage teams across the Americas, Southeast Asia, Europe, India, and the UK, you will be responsible for driving service excellence and implementing strategies that enhance customer satisfaction and operational efficiency. You’ll oversee continual improvement initiatives, establish key performance metrics, and foster alignment with the IT management team to ensure Kaplan’s technology services deliver maximum business value.

This is an excellent opportunity for someone who may be currently working as an IT Service Desk Manager, who is looking to expand their skills and build their career with an industry leader.
 

What You’ll Bring To The Role

 

• Extensive experience in global service desk management, with a focus on operational efficiency, service quality, and team leadership.
• Strong understanding and experience with ITIL and ITSM frameworks; ITIL certification is preferred.
• Excellent analytical skills, able to interpret performance metrics and drive continuous improvement.
• Exceptional communication skills with the ability to engage and influence stakeholders across different regions and cultures.
• Familiarity with common service desk tools and technologies (e.g., FreshService, JIRA).
• Strong organizational skills with the ability to manage multiple tasks, priorities, and stakeholders effectively.