Global Service Desk Manager
Global Service Desk Manager
Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as an Global Service Desk Manager in Pune, Maharashtra!
Lead Global Service Desk operations in a 24×5 model, managing Shift Leads and L1 teams, ensuring SLA compliance, customer satisfaction, operational excellence, AI adoption, and continuous improvement.
Role Description & Responsibilities:
- Lead day-to-day Global Service Desk operations and service delivery.
- Manage Shift Leads and Service Desk Engineers; oversee staffing and shift planning.
- Drive SLA compliance, escalation management, and operational governance.
- Review trends, reduce recurring incidents, and improve processes.
- Coach, mentor, and develop team members.
- Manage customer escalations and stakeholder communications.
- Monitor KPIs including SLA, FCR, MTTR, backlog, and CSAT.
- Promote AI-powered support tools, automation, and knowledge management.
- Provide oversight for Windows, Microsoft Office, Outlook, Zoom, VPN, and endpoint support.
- Support a 24×5 rotational operating model.
Qualifications:
Required Qualifications
- Bachelor's degree in any discipline.
- 10 -12 years of IT Help Desk or Service Desk experience with leadership responsibilities.
- Excellent spoken and written English communication skills.
- Experience managing technical support teams and ITSM platforms.
- Prior experience in managing team/team members across India, United States and EMEA region.
- Strong knowledge of Windows desktop support and enterprise productivity tools.
Preferred Qualifications
- Previous experience in a Global Service Desk environment.
- Experience supporting enterprise environments
- Windows OS/Desktop Administration training or certification.
- Basic knowledge of Active Directory, Office 365, Intune, endpoint management, DNS, DHCP, VPN and vulnerability management.
- Networking fundamentals (basic LAN, WAN and Wireless troubleshooting skills)
- ITIL certification and exposure to AI-enabled support platforms.
- Candidates fluent in speaking any foreign languages like Japanese, Chinese, Korean, French or German would be preferred.
Success Metrics: 24x5 Operations Management, Team management, SLA compliance, FCR, MTTR, CSAT, ticket quality, escalation effectiveness, team productivity, knowledge contributions, and AI tool adoption.
What is in it for you?
- Work for one of the biggest software companies in Europe
- Work in a culture of collaboration and innovation
- Opportunities for personal development and career progression
Inclusion statement
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