Service Desk Manager

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

IMPORTANT INFORMATION:

• All CVs should be submitted in English.

• This position is open to candidates based in countries where World Vision International is legally registered to operate.

JOB PURPOSE:

The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.

KEY RESPONISBILITIES:

• Manage and improve service desk processes, SLAs, and knowledge base quality.

• Coordinate multilingual and regional service desk support models.

• Analyze ticket trends to drive improvement and training initiatives.

• Ensure high user satisfaction through timely and effective communication.

• Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.

• Provide support, guidance, and collaboration to field office IT staff across all regions.

• Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.

• Demonstrated proficiency in written and verbal communication in English.

• Proven experience leading global IT support or service desk teams.

• Customer-first mindset with operational excellence.

• Hands-on with service desk platforms and reporting tools.

• Strong communication, leadership, and people development skills.

• Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.

Applicant Types Accepted: