Supervisor It - Gsd

MKS Instruments

Not specified
Manage rotational and night shift schedules
Ensure adherence to itil-based processes
Monitor slas and kpis for service quality
MKS Instruments is seeking a Global Service Desk Lead to oversee day-to-day operations of their Service Desk across multiple regions. The role emphasizes strong people management, process orientation, and effective communication, with responsibilities including shift management, team leadership, and adherence to ITIL processes

Job Summary

  • The Global Service Desk Lead will oversee day-to-day operations across multiple regions while managing rotational shifts including nights.
  • This role requires strong people management skills to maintain agent availability and optimize resource allocation through effective rostering.
  • Candidates must possess hands-on knowledge of ServiceNow to drive adherence to ITIL processes and generate performance dashboards.

Matching Summary

Match Score: 85

MKS Instruments is seeking a Global Service Desk Lead to oversee day-to-day operations of their Service Desk across multiple regions. The role emphasizes strong people management, process orientation, and effective communication, with responsibilities including shift management, team leadership, and adherence to ITIL processes.

Skills & Requirements

Must-have

  • Manage rotational and night shift schedules
  • Ensure adherence to ITIL-based processes
  • Monitor SLAs and KPIs for service quality
  • Utilize ServiceNow for incident management
  • Provide stakeholder communication during escalations

Nice-to-have

  • Foster team collaboration and continuous improvement
  • Balance operational efficiency with team morale
  • Drive resolution under high-pressure situations

Key Requirements

  • Proven experience in global IT Service Desk management
  • Experience managing rotational and night shifts
  • Strong leadership and people management capabilities
  • Hands-on knowledge of ServiceNow or similar ITSM platforms

Work Rights

Not specified

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