Service Desk Manager
Carmel, US
ABOUT US:
As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.
With a deep understanding of what it takes to succeed in alternatives, we believe in being different in what we do, how we work, and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.
Find out more about life at Alter Domus at careers.alterdomus.com
JOB DESCRIPTION:
The Service Desk Manager is responsible for leading and managing technical support to Alter Domus users. This role requires managing multi-site support operations, coordinating across time zones, and ensuring consistent, high-quality IT service delivery to a geographically diverse user base. The position combines global leadership, technical expertise, and international customer service management to maintain exceptional service levels worldwide. You will be reporting to the Head of Tech Service Management within Tech Operations team.
Key Responsibilities
- Manage work schedules, follow-the-sun support model, and resource allocation
- Coordinate with regional service desk supervisors and team Tech leads
- Conduct performance reviews and provide coaching across different time zones and cultures
- Recruit, onboard, and train service desk staff in various countries
- Ensure efficient resolution of Level 1 and Level 2 support requests globally
- Coordinate escalations across regional technical teams
- Utilize and optimize enterprise ITSM ticketing systems for global operations
- Support diverse Windows desktop/laptop environments across regions
- Troubleshoot complex escalated issues affecting multiple locations
- Oversee Office 365/Microsoft 365 support for global tenants
- Generate and analyze service desk metrics across all 41 locations
- Track regional and global ticket volumes, resolution times, and satisfaction scores
- Identify location-specific trends and recurring issues to bring improvements
- Present consolidated global performance data to IT leadership
- Benchmark performance across different regions
- Implement continuous improvement initiatives worldwide
- Monitor service quality and consistency across all sites
- Analyze global peak times and adjust staffing accordingly
- Participate in global IT strategic planning and transformation projects
- Leverage current AI/Automation solutions where feasible and identify any additional automation opportunities.
Education & Experience
- Degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 7+ years of IT support experience
- 3+ years in a service desk leadership or management role
- Experience managing global or multi-site support operations
- Proven track record supporting international, geographically distributed user base
- Experience managing Active Directory in enterprise global environments
Technical Skills
- Experience with ITSM and ITIL framework.
- Microsoft Technologies: Windows 10/11, Windows Server, Office 365/Microsoft 365 (global tenant management)
- Global ITSM Tools: Advanced experience with ServiceNow, Jira Service Management, or similar enterprise platforms
- Remote Support Tools: Global remote support solutions (TeamViewer, Bomgar, LogMeIn, etc.)
WHAT WE OFFER:
We are committed to supporting your development, advancing your career, and providing benefits that matter to you.
Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
Our global benefits also include:
- Support for professional accreditations
- Flexible arrangements, generous holidays, plus an additional day off for your birthday!
- Continuous mentoring along your career progression
- Active sports, events and social committees across our offices
- 24/7 support available from our Employee Assistance Program
- The opportunity to invest in our growth and success through our Employee Share Plan
- Plus additional local benefits depending on your location
Equity in every sense of the word:
We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.
We celebrate our differences, and recognise that our success relies on diverse perspectives and experiences, as we work towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
We are committed to ensuring a welcomling recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. Alter Domus is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)
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