J.S. Held
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The Senior 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.
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.
• 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)
• 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.
• 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
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Maintain knowledge of identity, endpoint, and security standards.
• Enforce compliance, access control, and data handling policies.
• Support audits with documentation and validation.
• Oversee global hardware deployment, refresh cycles, and lifecycle standards.
• Implement scalable onboarding/offboarding and replacement processes.
• Ensure alignment with security, productivity, and cost goals.
• 12+ years in IT support and service management.
• 5+ years leading multi‑tier, scaled helpdesk organizations.
• Experience designing global service models.
• Understanding of Entra ID/Azure AD, Conditional Access, Intune.
• Proven improvements in SLA, CSAT, MTTR, and FCR.
• Experience in multinational environments.
• Familiarity with global hardware lifecycle management.
• History of building future‑ready operating models.
This position shapes how employees experience technology daily and influences the firm’s ability to scale, integrate, and innovate. We seek a leader who solves today’s challenges without anchoring the organization to yesterday’s limitations.
J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.
Any offered salary range is based on a wide array of factors including but not limited to skillset, experience, training, location, scope of role, management responsibility, etc.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
By submitting your application, you acknowledge that you have read the J.S. Held Online Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as required and described therein. California residents can click here to learn more about the personal information we collect and here to learn about additional privacy rights that may be available.
Please explore what we’re all about at www.jsheld.com.
We embrace diversity and our commitment to building a team and environment that fosters professional and personal enrichment is unwavering. We are greater when we are equal!
J.S. Held is an equal opportunity employer that is committed to hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you are an individual with a disability and would like to request for a reasonable accommodation, please email jobs@jsheld.comand include “Applicant Accommodation” within the subject line with your request and contact information.
All your information will be kept confidential according to EEO guidelines.
Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?
J.S. Held is a global consulting firm that combines technical, scientific, financial, and strategic expertise to advise clients seeking to realize value and mitigate risk. Our professionals serve as trusted advisors to organizations facing high stakes matters demanding urgent attention, staunch integrity, proven experience, clear-cut analysis, and an understanding of both tangible and intangible assets.
The firm provides a comprehensive suite of services, products, and data that enables clients to navigate complex, contentious, and often catastrophic situations.
Originally posted on Himalayas