Head of Global Service Desk

Head will lead the global Digital Workplace Services function, with accountability for end-user computing, workplace technology, global Service Desk operations, and third-level support for local Service Desk teams. The role is responsible for delivering a consistent, secure, efficient, and user-centric support experience across regions, ensuring that services are scalable, measurable, and aligned with business priorities. This leader will define the DWS strategy, drive operational excellence, improve service quality, strengthen governance, and partner with regional and global stakeholders to continuously enhance the employee technology experience.

Key Responsibilities:

Business impact

· Own and improve the global employee technology support experience, ensuring reliable, responsive, and business-aligned DWS and Service Desk services.

· Drive measurable improvements in productivity, service quality, incident resolution, and customer satisfaction across global and local support teams.

Strategic Leadership & Road mapping

· Define and execute the global Digital Workplace Services roadmap, covering end-user support, workplace platforms, endpoint experience, collaboration services, and Service Desk maturity.

· Establish clear service standards, governance, performance metrics, and improvement plans aligned with business needs and global technology strategy.

Digital Workplace & Service Desk Ownership

· Lead the global DWS function, including end-user computing standards, device lifecycle, workplace tooling, collaboration experience, and operational support processes.

· Oversee global Service Desk performance and provide third-level escalation support for local Service Desk teams, ensuring consistent resolution, knowledge sharing, and root-cause management.

Service Delivery, Operations & Governance

• Manage service performance through SLAs, XLAs, KPIs, operational dashboards, ticket quality, and continuous improvement routines.
• Partner with regional IT, infrastructure, security, procurement, and business stakeholders to ensure global standards are effectively adopted and local operational needs are addressed.

Provide leadership and develop talent.

• Build, lead, and develop a high-performing global DWS and Service Desk organisation with strong service ownership, accountability, and collaboration.
• Promote a customer-focused mindset, operational discipline, knowledge management, and talent development across global and local support teams.

Required (skills and experience):

Technical & Business Expertise

· Strong experience leading Digital Workplace Services, end-user support, Service Desk operations, endpoint management, collaboration tools, and workplace technology services in a global environment.

· Proven understanding of IT service management, incident, request, problem, knowledge, asset, and escalation management processes.

Leadership & Delivery

· Demonstrated ability to lead global and matrixed teams, influence senior stakeholders, manage vendors, and drive service improvements across regions.

· Strong communication, governance, prioritisation, and execution skills, with the ability to translate business needs into clear operational plans and service outcomes.

Other Requirements

· Experience in a mid-to-large enterprise or global organisation with distributed support operations.

· Familiarity with ITIL, Agile, modern service delivery models, automation, self-service, and knowledge management practices.

· Fluent English is mandatory; Portuguese and Spanish are desirable.

Preferred Qualifications

· Degree in Information Systems, Computer Science, Engineering, Business, or a related field.

· Certifications in ITIL, Service Management, Microsoft 365, endpoint management, project management, or similar disciplines.

· Background in Digital Workplace transformation, Service Desk optimisation, automation, employee experience, or global support model redesign.

· Portuguese and Spanish language skills are desirable.

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