Global Service Desk Manager (Coimbatore)

About the Company

Sycomp is a global IT services and logistics provider with extensive expertise in cloud, data center, endpoint management and security solutions. Sycomp’s diverse team of consultants and engineers deliver on the company’s mission to tackle challenging global IT projects through its state-of-the-art integration and warehouse centers and global technology partnerships. Headquartered in the heart of Silicon Valley, California, Sycomp has successfully shipped, deployed and managed complex IT projects and supporting assets in more than 150 countries helping its Fortune 500 customers and global partners realize a world without boundaries.

About the role

We are seeking a Global Service Desk Manager who leads worldwide 24x7 Global Service Desk across multiple regions, ensuring consistent, high-quality services for all customers. This role drives operational excellence, automation, AI adoption, and continuous improvement while managing geographically distributed teams. Success is measured through explicit KPIs tied to service performance, operational efficiency, and customer satisfaction.

Key Responsibilities

1. Global Operations Leadership
- Manage Service Desk teams across APAC & LATAM using a follow-the-sun model.
- Ensure timely handling of incidents, service requests, and escalations.
- Oversee scheduling, queue management, workload balancing, and daily operational health.
- Experience in preparing data analytics, providing meaningful summary from data for MBR and QBR.

2. ITSM & Process Governance
- Lead Incident, Request, Problem, Knowledge, and Major Incident Management.
- Maintain SOPs & escalation workflows.
- Ensure alignment with ITIL processes and service delivery governance.
- Conduct root-cause analysis and drive preventive action.

3. Technology, Tools & Automation
- Own ITSM platforms – Salesforce.
- Implement automation, AI chatbots, workflow orchestration, and self-service enhancements.
- Maintain dashboards and analytics for service pe Apply on Kit Job: kitjob.in/job/4mpmjg