Manager, Digital Technology Services

Role Overview

• Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
• Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
• Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
• Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
• Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
• Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
• Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
• Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
• Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
• Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
• Ensure support activities are properly documented and aligned with compliance and control requirements
• Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence

Requirements

• Bachelor’s degree in Information Technology, Business, or related discipline preferred
• 8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
• 3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
• Experience leading or supporting multi-tier (L0–L2) support models
• Familiarity with ITIL practices (Incident, Request, Knowledge Management)
• Experience with ITSM tools (ServiceNow preferred)
• Strong operational leadership, problem-solving, and communication skills
• Ability to drive consistency and improvement within a structured but evolving environment

Tech Stack

• ITSM
• ServiceNow

Benefits

• Health insurance
• 401(k)
• Paid time off
• Professional development
• Remote work options