The Global Service Desk Manager oversees the efficient operation of the global service desk, ensuring prompt and effective resolution of IT issues. This role is crucial in maintaining the overall health of the organization's IT infrastructure and aligning service desk operations with strategic goals. The responsibilities include managing a 24/7 global service desk team, developing and implementing service desk policies, monitoring and analyzing service desk performance, coordinating with other IT teams, handling escalated issues, ensuring compliance with service level agreements (SLAs), and conducting training sessions. Additionally, the role involves preparing and presenting reports on service desk performance and staying updated with industry trends. The candidate will be responsible for coordinating vendor management for asset procurement and service, handling shift-left activities with L2/L3 teams and ensuring the team's work-life balance is prioritised.