NETGEAR
Consumer
SeniorGlobalITServiceDeskManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Global IT Service Desk Manager at NETGEAR. Skills: ITSM processes, AI integration. Own global service desk operations. Ensure consistent support delivery”
What You'll Achieve.
Ensure SLA adherence; Deliver outstanding end-user experience; Improve ticket deflection; Keep knowledge content accurate; Keep knowledge content discoverable; Align service desk priorities
Industry & Context.
Root cause analysis; Pattern recognition
What They're Looking For.
Must Have
8+ years IT service desk experience, 4+ years management experience, Global service desk management experience, Working knowledge of ITSM processes, Hands-on AI tools experience, Proficiency with enterprise ITSM platforms, Experience defining/reporting KPIs/SLAs, Excellent communication skills, Excellent stakeholder management skills, Ability to lead through influence
Nice to Have
Experience evaluating AI/automation tooling, Familiarity with endpoint management platforms, Background in vendor management, Bachelor's degree or equivalent experience
What You'll Do.
Own global service desk operations
Ensure consistent support delivery
Oversee incident management
Oversee problem management
Oversee request management
Drive ticket queue management
Manage escalation protocols
Partner with IT infrastructure
Partner with security teams
Partner with business application teams
Resolve cross-functional issues
Lead service desk engineers
Mentor service desk engineers
Develop service desk engineers
Conduct performance reviews
Build career development plans
Foster inclusive culture
Foster collaborative culture
Foster customer-first culture
Use pattern recognition
Identify ticket trends
Proactively resolve issues
Champion self-service adoption
Drive ticket deflection
Implement knowledge management program
Grow knowledge management program
Leverage AI for knowledge
Define service desk roadmap
Execute service desk roadmap
Manage vendor relationships
Manage software vendor relationships
Manage reseller partner relationships
Partner with senior IT leadership
Partner with cybersecurity team
Partner with business stakeholders
Align service desk priorities
Ensure process compliance
Ensure documentation compliance
Maintain business continuity plans
Test business continuity plans
Maintain disaster recovery plans
Test disaster recovery plans
Conduct access provisioning audits
Conduct ticket hygiene audits
Conduct process adherence audits
How You'll Work.
Team & Collaboration
Geographically distributed team; Cross-functional issues; Senior IT leadership; Cybersecurity team; Business stakeholders
Communication Scope
Stakeholder management
Process & Methodology
Roadmap planning
Full Job Description
The Senior Global IT Service Desk Manager is responsible for leading and optimizing a 24/7 global IT service desk operation across multiple regions and time zones. This role drives service excellence, ensures SLA adherence, and champions continuous improvement initiatives to deliver an outstanding end-user experience for a global workforce. The ideal candidate brings deep ITSM process expertise, hands-on experience applying AI to service desk operations, strong people leadership, and a data-driven mindset. KEY RESPONSIBILITIES Service Delivery & Operations • Own end-to-end global service desk operations across all regions (Americas, EMEA, APAC), ensuring consistent, high-quality support delivery • Define, monitor, and enforce SLAs, OLAs, and KPIs (e.g., CSAT, FCR, MTTR, ticket deflection rates) • Oversee incident, problem, and request management processes aligned with industry best practices • Drive ticket queue management, workload balancing, and escalation protocols across geographies • Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional issues People & Team Leadership • Lead, mentor, and develop a geographically distributed team of service desk engineers and contractors • Establish team goals, conduct performance reviews, and build career development plans • Foster an inclusive, collaborative, and customer-first culture across all regional teams Continuous Improvement & AI-Driven Innovation • Lead the adoption and maturation of AI-powered tools across the service desk — including virtual agents, AI-assisted triage, automated ticket routing, and generative AI for knowledge creation and agent assistance • Use AI-driven analytics and pattern recognition to identify ticket trends, predict demand, and proactively resolve recurring issues before they impact users • Champion self-service adoption through intelligent service portals and conversational AI, driving measurable improvements in ticket deflection • Im
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