Information Technology Service Desk Manager

Position Overview

Our client, a leading global private banking organization, is seeking an experienced IT Service Desk Manager to lead and oversee its global IT service desk operations. This individual will be responsible for ensuring the delivery of exceptional IT support services across a geographically dispersed organization, maintaining high standards of service quality, operational efficiency, and end-user satisfaction.

The ideal candidate will bring a strong background in IT service management, global service desk operations, and team leadership, preferably within financial services or another highly regulated environment. This person must be comfortable supporting a demanding user population, including senior executives and high-net-worth banking professionals, where responsiveness, discretion, and service excellence are critical.

Key Responsibilities

• Global Service Desk Leadership: Oversee day-to-day IT service desk operations across multiple global locations, ensuring consistent, high-quality support and service delivery.
• Team Management: Lead, mentor, and develop service desk personnel, establishing performance expectations, promoting accountability, and fostering a customer-focused culture.
• Service Delivery & Escalation Management: Ensure timely resolution of incidents and service requests while serving as the escalation point for complex or high-priority technical issues.
• ITIL & ITSM Processes: Establish, implement, and continuously improve IT service management processes, including incident, problem, change, and request management.
• Performance & KPI Management: Monitor service desk performance through key metrics such as SLA attainment, ticket resolution times, first-call resolution, backlog, and customer satisfaction.
• Executive & VIP Support: Ensure exceptional support experiences for senior leadership, private bankers, and other high-priority stakeholders.
• Global Collaboration: Partner with infrastructure, applications, cybersecurity, networking, and other technology teams to ensure seamless IT service delivery.
• Process Improvement: Identify opportunities to improve service desk efficiency, standardize processes, implement automation, and enhance the overall end-user experience.
• Vendor & Resource Management: Oversee third-party service providers, staffing resources, and operational budgets as needed.
• Security & Compliance: Ensure service desk operations adhere to internal security policies, access management standards, and applicable financial services regulations.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 7+ years of experience in IT support or service management, with at least 3+ years in a leadership or management capacity.
• Demonstrated experience managing enterprise-level or global IT service desk operations.
• Strong understanding of ITIL frameworks and IT service management best practices.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy, or similar.
• Proven ability to manage SLAs, operational KPIs, escalations, and service delivery performance.
• Experience supporting geographically dispersed user populations and coordinating across multiple time zones.
• Excellent communication, leadership, stakeholder management, and problem-solving skills.

Preferred Qualifications

• Previous experience within private banking, wealth management, investment banking, or broader financial services.
• Experience supporting senior executives, private bankers, and other VIP users.
• ITIL certification preferred.
• Experience managing outsourced service desk providers or global support teams.
• Familiarity with financial services security, regulatory, and compliance requirements.