Manager, Global Helpdesk & End‑User Services at JSHeldLLC

The Manager, Global Helpdesk & End‑User Services is a senior technology leader responsible for shaping, scaling, and modernizing the firm’s global helpdesk and end‑user support model. This role goes well beyond day‑to‑day service management: it owns the future state of end‑user support across a complex, multinational environment. This leader serves as both a team manager and the voice of the company, turning user feedback and systemic issues into actionable engineering requests backed by clear business cases, justification, and measurable efficiency impact. They balance strategic design with hands‑on execution, keeping current operations stable, measurable, and responsive while building the next‑generation protocols, escalation models, and service capabilities that anticipate tomorrow’s needs. Strong written and verbal English communication is essential to partner effectively with global stakeholders and business leaders across regions. Key Accountabilities & Responsibilities Global Helpdesk Leadership & Operational Excellence • Lead, coach, and mentor a multi‑tier (Tier 1–3), multi‑region helpdesk to deliver consistent, high‑quality support across time zones. • Build a culture of excellence, critical thinking, customer empathy, urgency, and accountability. • Set clear expectations, performance standards, and career pathways for managers, leads, and agents. • Oversee ticket triage, prioritization, escalations, coverage models, KPI tracking, and team readiness. • Conduct regular 1:1s, performance reviews, skills development, and training plans. • Serve as the executive escalation point for complex or high‑impact incidents. Customer Experience & Service Delivery • Own and continuously improve CSAT, SLA attainment, queue quality, and customer communication standards. • Ensure incidents, requests, and escalations are handled quickly, accurately, and professionally. • Reduce repeat tickets through better knowledge assets, streamlined workflows, and targeted automation. • Maintain disciplined escalation practices—escalate immediately when SLAs are at risk; avoid "sitting tickets." Service Design, Protocols & Future‑State Enablement • Design and implement enhanced global policies, escalation frameworks, and operating standards. • Lead continuous improvement to shift from reactive support to proactive service enablement. • Anticipate future demand from growth, acquisitions, new technologies, and evolving ways of working. Platforms & Tooling (ServiceNow; Azure AD/Entra ID & Intune) ServiceNow Utilization & Optimization • Own the strategic use and evolution of ServiceNow as the core ITSM platform. • Drive advanced adoption (workflow automation, reporting/analytics, self‑service, knowledge management). • Ensure data integrity, standardized definitions, and decision‑grade reporting across regions. • Align configuration, and workflows with business priorities and global standards. Azure AD / Entra ID & Intune Expertise • Maintain strong working knowledge of Entra ID/Azure AD, Conditional Access, imaging, and Microsoft Intune to be able to address user issues with an understanding of how the derlying technology functions. • Guide L1–L3 on troubleshooting, data collection, and categorization to prevent unnecessary escalations. • Ensure escalations include necessary diagnostics, logs, and clear descriptions of attempted steps. • Communicate engineering changes and platform impacts to the team clearly and practically. Automation, Efficiency & Engineering Liaison • Identify recurring/manual support tasks from ticket trends and convert them into automation or self‑service opportunities. • Serve as the communication bridge between support and engineering with clear business cases and impact analyses. • Provide logs, examples, and user feedback to support engineering design. • Track automation progress and outcomes; communicate updates to leadership and support teams. • Facilitate post‑release feedback loops to validate results and identify further improvements. Reporting, Analytics & Insights • Produce weekly/monthly reporting on SLAs, backlog, CSAT, FCR, MTTR, top issues, and trends. • Translate operational data into actionable recommendations. • Present insights, risks, and proposed solutions to leadership. • Ensure global standardization and data integrity. Stakeholder Management & Business Partnership • Gather requirements, feedback, and upcoming business changes. • Build strong relationships with application owners, security, infrastructure, and endpoint engineering. • Translate technical performance into business‑relevant insights. • Communicate effectively across cultures and regions. Incident, Problem & Change Management • Lead or coordinate major incident responses with timely communication. • Drive structured problem management and long‑term issue resolution. • Partner on change management to ensure user readiness. Knowledge Management & Training • Own the knowledge base and ensure accuracy and clarity. • Ensure SOPs, runbooks, and troubleshooting guides are current. • Deliver ongoing training for new tools and processes. Security & Compliance • Maintain knowledge of identity, endpoint, and security standards. • Enforce compliance, access control, and data handling policies. • Support audits with documentation and validation. Hardware Deployment & Lifecycle Management • Oversee global hardware deployment, refresh cycles, and lifecycle standards. • Implement scalable onboarding/offboarding and replacement processes. • Ensure alignment with security, productivity, and cost goals.