Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Role Overview
We are seeking a Global IT Services Desk Manager to lead an AI first support operations, 24x7 follow-the-sun IT Services Desk supporting a global workforce. This role is accountable for the operational performance, stability, continuous improvement of our AI enabled support experience (virtual agent, chat, self-service, and automation) and leading out AI-enabled Level 1 support capability, backed by L1.5 and L2 teams across multiple regions.
This is a hands-on leadership role focused on service excellence, operational discipline, and delivering a consistent, high-quality customer experience at scale.
Key Responsibilities
Lead global follow-the-sun Services Desk operations, ensuring consistent and reliable service delivery across regions
Own the operational performance of the AI-driven Level 1 support platform, including quality, accuracy, and escalation controls
Manage, coach, and develop a global team of 12 across L1.5 and L2 support roles
Ensure effective incident, request, and major incident management aligned to ITIL best practices
Own and continuously improve escalation processes, including P1 and Major Incident workflows
Drive workforce planning, coverage, and capacity management to support 24x7 operations
Own service performance reporting and lead Monthly Operational Reviews with Security, IT Business Solutions, GTM, PMO, IT Operations, and IT Services
Act as the primary operational escalation point for service-impacting issues
Collaborate with cross-functional teams to understand requirements and implement scalable, repeatable process improvements
Ensure SOPs and knowledge base articles are reviewed, accurate, and kept up to date
Maintain clear documentation for configurations, integrations, and automation solutions
Monitor tool usage to inform licensing needs and cost optimization efforts
Required Experience & Skills
5+ years’ experience in IT service management or IT operations management
Proven experience managing global, follow-the-sun service desk teams
Strong understanding of ITIL processes and enterprise service management practices
Experience working with AI-enabled or automated support platforms preferred
Advanced knowledge of ITSM/ITAM tools (e.g., ServiceNow), incident and change management, and performance monitoring
Strong analytical and problem-solving skills with a data-driven, continuous improvement mindset
Confident people leader with strong stakeholder management and communication skills
Ability to collaborate cross-functionally to resolve incidents and improve services
Familiarity with customer self-service solutions, live chat, and digital support platforms
ITIL v4 Foundation (or higher) certification
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#LI-Hybrid
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
