Senior Manager, Global Helpdesk & End‑User Services

Global Helpdesk Leadership & Operational Excellence:

• Lead, coach, and mentor a multi‑tier, multi‑region helpdesk to deliver consistent, high‑quality support across time zones.
• Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability.
• Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness.

Service Design, Protocols & Future‑State Enablement:

• Design and implement enhanced global policies, escalation frameworks, and operating standards.
• Lead continuous improvement to shift from reactive support to proactive service enablement.
• Anticipate future demand from growth, acquisitions, new technologies, and evolving ways of working.

Automation, Efficiency & Engineering Liaison:

• Identify recurring/manual support tasks from ticket trends and convert them into automation or self‑service opportunities.
• Serve as the communication bridge between support and engineering with clear business cases and impact analyses.
• Provide logs, examples, and user feedback to support engineering design.