About this role

Lead, coach, and mentor a multi-tier (Tier 1–3), multi-region helpdesk to deliver consistent, high-quality support across time zones
Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability
Set clear expectations, performance standards, and career pathways for managers, leads, and agents
Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness
Conduct regular 1:1s, performance reviews, skills development, and training plans
Serve as the executive escalation point for complex or high‑impact incidents
Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards
Ensure incidents, requests, and escalations are handled quickly, accurately, and professionally
Design and implement enhanced global policies, escalation frameworks, and operating standards

Manager, Global Helpdesk – End-User Services

Key skills