Job Description
Why This Role? Why Now?
Zendesk is evolving into an AI-first organization, and our Global Service Desk is at the heart of this transformation. As the Manager of the Global Service Desk, you will oversee the daily operations of our Tier 1 and Tier 2 IT service desk support teams. You won’t just be managing tickets; you will be bridging the gap between technical excellence and a "human-obsessed" employee experience. This is a pivotal time to lead a "Results-First" culture where data drives our decisions and automation scales our impact.
Who we’re looking for?
We seek a results-oriented leader with a Growth Mindset who views every technical failure as an opportunity for optimization. You are Tech Savvy, naturally curious about emerging AI, and possess the Critical Thinking skills to solve systemic root causes rather than just surface-level symptoms.
What you’ll be doing
- Manage daily global operations for Tier 1 and Tier 2 support teams, ensuring technical excellence across all regions.
- Coordinate escalation paths between support tiers to maximize First Contact Resolution (FCR) rates.
- Analyze and report on OKRs and KPIs, using data-driven insights to propose structural process improvements.
- Partner with leadership to align operations with our "AI-first" vision, identifying manual workflows ripe for automation.
- Develop global SOPs and technical documentation to ensure a consistent, frictionless support experience worldwide.
- Lead and mentor a diverse, high-performing team, fostering professional growth and technical mastery.
- Maintain a flexible global schedule, aligning core hours with AMER stakeholders while ensuring touch points with APAC and EMEA teams.
What you bring to the role?
Basic Qualifications
- Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent work experience).
- 5+ years in IT service desk or technical support environments.
- 3+ years in a supervisory or managerial role, preferably within a global context.
- Experience managing multiple support tiers (T1/T2) in a "follow-the-sun" model.
- Deep familiarity with Slack, Okta, Google Workspace, Networking, macOS, and Zoom.
Preferred Qualifications
- Direct experience using Zendesk for internal support operations.
- Proven track record of implementing AI or automation tools to improve support efficiency.
Core Soft Skills
- Customer Obsession: A relentless focus on reducing friction and ensuring every interaction leaves the user feeling supported and valued.
- Critical Thinking: The ability to look past surface-level issues to identify and resolve systemic root causes through data analysis.
- Growth Mindset: A lifelong learner who embraces challenges and encourages the team to upskill and see failures as opportunities for optimization.
- Tech Savviness & AI Fluency: Natural curiosity for emerging tech and a proactive approach to transforming manual tasks through automation and AI.
- Leadership & Results: Ability to build cohesive, high-performing teams driven by influence, motivation, and clear accountability to SMART goals.
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