IRC Hiring Global Service Desk Manager

Job Overview / Summary : In the Global Service Desk Manager role you will be at the forefront of driving IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top-notch customer service will be crucial in maintaining IRCs esteemed reputation in providing help to our clients.

Major Responsibilities :

People Management

• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Develop a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Identify skills gaps and coordinate training programs, cross-training initiatives, and upskilling opportunities to ensure team readiness and continuous growth.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
• Manage staffing levels, shift coverage, and on-call schedules to ensure support coverage and service continuity across time zones.
• Foster a positive team culture by promoting open communication, collaboration, and recognition, while addressing morale or workload concerns promptly.
• Participate in hiring processes, onboarding new staff, and ensuring new team members are equipped with the tools, knowledge, and support needed to succeed.
• Ensure team objectives align with broader IT and business strategies, and track progress toward departmental KPIs and service excellence benchmarks.

Processes

Support

Administration

Key Working Relationships :

Position Reports to : Director User Services

Other Internal and external contacts :

The team lead will work independently and in a team setting daily. They will interact with vendors as needed.

Internal : Team Leads, Technicians, System Engineers, Desktop Engineers, Network Engineers, Project Managers

External : Vendors : Phone Vendor, Printer Vendor, MAC Support, Microsoft Support, and others as needed.

Job Requirements :

Work Experience :

Working Environment : This is hybrid position. Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work shifts, occasional work on weekends.

Compensation : Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Equal Opportunity Employer : IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

US Benefits : We offer a comprehensive and highly competitive set of benefits. In the US, these include : 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $143 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

We DO NOT support recruitment agents / entities that demand money or any other favors from applicants to expedite hiring process. We shall not be liable to any money, favors and valuables lost during the process. Incase you see it on this site, report it to us via our Facebook page Pata Kazi so as to take the necessary action. Report the matter to the police asap.

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