Arraya Solutions

The Service Desk Manager is responsible for the overall strategy, performance, and leadership of Arraya’s Service Desk operations. This role ensures consistent, high-quality service delivery across multiple regions and time zones, while aligning the Service Desk with business objectives, client expectations, and ITIL-based best practices. The Service Desk Manager drives standardization, scalability, and continuous improvement across all support tiers, fostering a proactive, customer-focused support culture worldwide. Supervisory Responsibilities Provide direct leadership to Service Desk Team Leads across multiple regions and oversee all Service Desk technicians worldwide. Lead and mentor geographically distributed teams, ensuring consistent management practices, performance expectations, and career development. Conduct regular one-on-ones with Team Leads to review performance, challenges, staffing needs, and regional trends. Oversee staffing models, schedule,...