Job Information
Convergint Technologies LLC Global Service Desk Manager - Remote in USA, United States
Description
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Global Service Desk Manager to join our amazing culture. In this role, you will lead and oversee the establishment and continuous improvement of the global service desk function, ensuring the delivery of high-quality IT support to colleagues worldwide. This role will focus on driving measurable improvements in service desk performance, optimizing processes, and enhancing the overall colleague experience. The successful candidate will implement best practices and utilize technology to create a world-class service desk that contributes to organizational efficiency and business success. As an Global Service Desk Manager, you are a part of a dynamic sales team that allows you to grow as Convergint grows.
For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.
Salary Range: $105,800 USD to $140,000 USD
Who You Are
You have a passion for providing world-class service to customers, colleagues, and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You value a positive culture and embrace inclusion. You strive to be the best version of yourself at work and home. You want to grow with us and deliver results as an exceptional Global Service Desk Manager.
Who We Are
With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.
What you’ll do with “Our Training and Your Experience”
- Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring.
Service Desk Leadership & Management:
Lead a global team of service desk professionals, ensuring team performance exceeds SLAs and consistently meets organizational expectations.
Desired Outcome: Achieve a service desk that resolves a high percentage of issues on the first contact (First Call Resolution of 80%+), minimizing escalations and reducing Mean Time to Resolution (MTTR) across all regions.
Establish a tiered support model to ensure efficient handling of incidents and proper escalation procedures for complex issues.
Desired Outcome: Create an efficient ticketing system where Tier 1 agents resolve 70% of all tickets, with clear workflows to escalate more complex cases to higher-tier support .
Strategy & Process Development:
Develop and execute a comprehensive strategy for a global, unified service desk function with standardized processes across regions and time zones.
Desired Outcome: Implement consistent and repeatable processes across all locations, resulting in improved service desk efficiency, reduced variability in response times, and a 20% increase in colleague satisfaction scores.
Define and enforce global service level agreements (SLAs) and key performance indicators (KPIs) such as FCR, MTTR, and Customer Satisfaction (CSAT).
Desired Outcome: Achieve CSAT scores above 90%, with clearly defined KPIs met or exceeded across all service desk teams globally.
Technology & Tools Management:
Collaborate with IT leadership to select and implement service desk tools that support process automation, ticketing, knowledge management, and self-service.
Desired Outcome: Deploy a scalable service desk platform with integrated self-service tools, reducing service desk calls by 25% through increased colleague use of self-service options.
Leverage automation for common service requests to enable service desk staff to focus on more complex, high-value tasks.
Desired Outcome: Increase team efficiency through the implementation of automation, reducing the number of manual interventions by 30% within the first year.
Colleague Experience & Stakeholder Engagement:
Foster a customer-first culture across the service desk team, ensuring timely, professional, and solution-oriented support.
Desired Outcome: Improve customer satisfaction through consistently positive interactions, driving a year-over-year increase in NPS (Net Promoter Score) for the service desk by at least 10%.
Partner with business stakeholders to ensure alignment between the service desk function and organizational objectives.
Desired Outcome: Establish stakeholder partnerships that result in a 15% increase in internal service efficiency, as measured by reduced downtime and improved colleague productivity.
Training & Development:
Develop and implement a comprehensive training program for service desk staff focused on both technical expertise and soft skills.
Desired Outcome: Achieve high colleague retention within the service desk team, with 80% of team members rating training and development opportunities as "excellent" in annual surveys.
Foster continuous improvement through regular feedback, professional development opportunities, and ongoing certifications for team members.
Desired Outcome: Ensure all service desk team members hold relevant IT certifications, contributing to a measurable 20% improvement in problem-solving speed and accuracy.
Continuous Improvement:
Analyze data from service desk operations to identify trends, root causes, and opportunities for process improvement.
Desired Outcome: Implement process improvements that lead to a 25% reduction in repeat incidents and a measurable reduction in time spent resolving common problems.
Lead initiatives to develop and enhance the knowledge base, increasing the use of self-service resources by colleagues.
Desired Outcome: Grow the knowledge base’s utilization rate by 50%, leading to a reduction in tickets for frequently asked questions and repeat issues.
What You’ll Need
Strong leadership and team management skills, with experience mentoring high-performing teams and driving a customer-first culture.
Analytical mindset with a proven ability to use data to drive decisions and implement process improvements.
Excellent communication and stakeholder management skills, capable of working cross-functionally to deliver service desk initiatives aligned with business goals.
Customer-focused, with a commitment to improving the overall colleague experience through high-quality service delivery.
Strategic Thinking: Ability to create and execute a long-term strategy for a global service desk that aligns with business objectives.
Problem-Solving: Analytical approach to identifying service inefficiencies and implementing sustainable solutions.
Project Management: Skilled in managing complex, cross-regional projects to successful completion
Global Awareness: Experience leading global teams and understanding regional differences in service desk operations.
Continuous Improvement: A commitment to using feedback and data-driven insights to constantly improve service delivery.
Company Benefits and Perks
Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:
Company Holidays and Paid Time Off
Fun & Laughter Day Off
Medical, Dental & Vision Plan
Life insurance & Disability Plan
Wellness Program
401K Matching Plan
Colleague Assistance Program
Tuition reimbursement
Competitive salary and compensation plan
Vehicle reimbursement plan
Corporate Social Responsibility Day
And much more…
Requirements:
Education: Bachelor’s degree in Information Technology, Computer Science, or related field;
Preferred (but not required): ITIL certification or similar ITSM certification preferred
Minimum Experience: 5-7 years of experience managing a global or regional service desk in a multi-site or global organization. Proven track record of delivering measurable service improvements, including experience in developing and leading global teams, driving process standardization, and managing service desk KPIs. Strong background in IT Service Management (ITSM) principles and tools, with experience implementing ITIL-based frameworks and ticketing systems. Experience with service desk automation, knowledge management tools, and implementing self-service solutions.
Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.
Visit our Convergint careers site (https://www.convergint.com/careers/career-opportunities/) to learn more about the company and the exciting opportunities available.
#LI-Remote
Qualifications
Education
Required
- Bachelors or better
Experience
Required
- 5-7 years of experience managing a global or regional service desk in a multi-site or global organization. Proven track record of delivering measurable service improvements, including experience in developing and leading global teams, driving process standardization, and managing service desk KPIs.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
