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Turnitin is seeking an IT Service Desk Manager to lead the IT Service Desk function and ensure effective Level 1 support across the global organization. This role is responsible for service performance, operational governance, team leadership, employee experience, and continual service improvement.
Key responsibilities include providing overall leadership and management of the IT Service Desk team while ensuring high-quality, employee-focused support. You will own operational performance metrics including service levels, customer satisfaction, ticket resolution, and workforce management. The role requires defining, tracking, and reporting on Service Desk KPIs and SLAs with clear accountability for performance targets.
You will drive continual service improvement initiatives by identifying, documenting, standardizing, and automating repetitive incidents and service requests. Collaboration with Corporate IT Engineering, IT Service Management, and other technical teams is essential to improve escalation processes, knowledge transfer, and overall service quality. You'll ensure effective incident, request, and escalation management processes are consistently followed across the organization.
Staffing and resource management are critical, including scheduling and allocation to provide global support coverage based on business demand. You will oversee ticket queues and employee support channels to ensure timely responses and positive employee experience. Leadership of major escalations and coordination during high-priority incidents is expected.
The role involves developing and maintaining Service Desk policies, procedures, and operational standards aligned with ITIL best practices. Team performance management through objective setting, regular reviews, coaching, and recognition is essential. You will support professional development of team members and lead the IT Service Desk Center of Excellence.
Analyzing incident and request trends to identify root causes and reduce recurring issues is important. Regular operational and management reporting on service performance, risks, and improvement opportunities is required. You'll partner with internal stakeholders to improve the employee support experience and contribute to broader Corporate IT strategy development.
