Global Manager, IT Employee Services

Resolution Technologies, Inc.

Hoboken, NJ
Today

$160,000–$180,000 Per Year
Full-time
Employee

Highlights

The Global Manager, IT Employee Services leads our worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1), three regional Tech Support teams (EMEA/IL, Americas, and APAC) and the Mobile Team. The position is responsible for advancing automation and AI support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Numbers & Facts

Location	Hoboken, NJ
Job Type	Full-time, Employee
Industry	Staffing/Employment Agencies
Salary	$160,000–$180,000 Per Year
Company Size	51 - 200
Year Founded	2009
Additional Compensation	Bonus
Website	http://www.resolution-tech.com

Description

The Global Manager, IT Employee Services leads our worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1), three regional Tech Support teams (EMEA/IL, Americas, and APAC) and the Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and AI support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Job Responsibilities

Operational Excellence & Proactive Strategy:

Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.

Professional Team Development:

High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.

Innovation & Digital Transformation:

Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Qualifications

Required Qualifications:

Bachelor's degree in information technology or a related field preferred.
8 to 12+ years of experience in IT Support or IT Operations, including 4 to 6+ years leading global or multi-site teams.
Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows to elevate the employee support experience.
Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
Exceptional communication, leadership, and stakeholder management skills.

Preferred Qualifications:

Experience managing follow the sun operations and supporting distributed global teams.
Proven success developing or scaling executive level/VIP support programs.
Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

Skills

Benefits

Paid Time-Off, 401K Match, Paid Sick Days, Flexible Spending Accounts, Medical, Dental, Vision

About Company

Resolution Technologies is a leader in staffing and consulting. We help clients find top talent to help them meet their key business objectives while positively impacting their bottom line.

Here at Resolution Technologies, we understand that serving our clients and consultants is what matters most and promise to never lose sight of that! We take the time to understand your individual needs through face-to-face interaction and strive to always make sure your objectives are met. Resolution Technologies is a full-service Professional Staffing and Executive Search Firm specializing in Technology, Finance & Accounting, Manufacturing Ops, Human Resources, and Marketing/Sales offering flexible solutions for our clients ranging from contract, contract-to-perm, and direct perm placements. Whatever your needs are, we promise to provide unrivaled quality and service.