Senior Manager of IT Service Desk

focus is seeking a strategic, hands‑on senior manager of it service desk to lead the global end‑user support function. This role oversees all frontline support operations—including service desk (l1/l1.5/l2), onsite support, new hire onboarding, executive support, and all intake channels (chat, portal, phone, email, walkup).

the ideal candidate is a modern it leader with a strong customer‑centric mindset. You will drive service‑delivery excellence, standardize processes, strengthen operational performance, and continuously elevate the employee experience across the organization.

this role is located in st. Louis, mo.

• lead and develop distributed onshore and offshore service desk teams
• manage vendor and partner relationships
• establish workforce models, training, and succession planning
• define and execute the enterprise service desk strategy aligned to business outcomes, user experience, and i&o governance.
• lead enterprise‑wide service desk operations, ensuring reliable daily service delivery, strong workforce performance, and consistent execution of itsm processes.
• build, mentor, and scale high‑performing teams across regions; promote a culture of accountability, inclusion, and continuous improvement.
• champion modernization initiatives—including automation, self‑service expansion, knowledge management, and process standardization—to improve efficiency, scalability, and responsiveness.
• establish clear operating standards, workflows, and performance expectations to drive predictability, service quality, and operational stability.
• provide operational reporting, performance insights, and data‑driven recommendations to senior leadership to fuel continuous improvement and strategic decision‑making.
• reinforce a culture of service excellence, accountability, transparency, and continuous improvement across the support organization.
• own the digital workplace service model
• partner with transformation teams to deliver servicenow
• drive itil adoption and maturity
• define and improve ex, csat, nps, sentiment, and adoption metrics
• own slas, kpis, and executive dashboards

• implement governance and escalation models
• own day‑to‑day operations for global service desk, including triage, routing, escalations, and major incident communications.
• ensure reliable 24×7 coverage using a follow‑the‑sun model; optimize workforce management, shift planning, and on‑call rotations.
• drive rigorous adherence to slas/olas, problem management, incident/request quality, and customer satisfaction (csat/nps).
• standardize intake, categorization, assignment, and resolution practices to maximize first contact resolution (fcr) and mttr reduction.
• champion effective use of servicenow itsm, including incident, problem, request, knowledge, and change management.
• govern service catalog design, approvals, and fulfilment; ensure requests map to operational capability and business expectations.
• partner with the servicenow platform team to increase automation, and quality of virtual agent experiences.

• partner with collaboration, desktop, and application engineering teams
• represent the service model in executive forums
• partners closely with i&o, enterprise platforms, security, it governance and product/engineering leaders to drive service delivery, knowledge‑centered support, and customer experience excellence at scale.
• lead the knowledge management program using kcs principles—content lifecycle, article quality, usage analytics, and deflection.
• collaborate with itsm to the self‑service portal experience; drive intuitive navigation, effective search, and a continuously improving service catalog.

• 10+ years in it service management with 5+ years leading a high‑volume, multi‑regional service desk or contact center at enterprise scale.
• demonstrated expertise with servicenow itsm (incident, problem, request, knowledge, change, and service operations workspace.
• proven success improving kpis (fcr, mttr, sla compliance, csat/nps, backlog aging, abandon rate, speed to answer).
• deep understanding of itil practices and process maturity, including major incident and…