Manager, IT Help Desk

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We’re looking for a Global IT Service Desk Manage to join our IT team in North America. As the Global IT Service Desk Manager, you will be responsible for leading and managing our global IT service desk operations. You will oversee a team of service desk regional leads, regional managers & IT support specialists located in different regions, ensuring consistent and high-quality support services across all locations.

What you’ll be doing:

• Lead and manage the global IT service desk team, including recruitment, training, and performance management.
• Develop and implement standardized service desk processes, procedures, and workflows to ensure consistent service delivery across all regions.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service desk performance.
• Coordinate with regional IT managers & Leads to ensure alignment of service desk activities with business objectives and regional requirements.
• Serve as the escalation point for complex technical issues and customer complaints, resolving them in a timely manner and ensuring customer satisfaction.
• Collaborate with other IT teams and departments to escalate and resolve issues that require specialized expertise or resources.
• Monitor industry trends and best practices in IT service management, implementing changes and improvements as needed to enhance service desk capabilities.
• Provide regular reports and updates to senior management on global service desk performance, key metrics, and trends.
• Drive a culture of continuous improvement and customer-centricity within the global service desk team.

What you need to bring:

• Minimum 7 years of hands-on IT management experience
• Minimum 5 years experience with ITSM platforms
• Minimum 10 years of experience in a service desk or IT support role.
• Strong analytical and highly effective communication skills 
• Focus on user satisfaction and outcomes
• Proven ability to build and maintain strong relationships with business and cross functional teams
• Experience managing technical teams in multiple countries
• Demonstrated technical expertise and knowledge of common SaaS platforms

We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try!

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Lightspeed RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day