Global Head of Service Desk

We seek to hire a Global Head of Service Desk to join us at YNV. As the Global Head of Service Desk, you'll lead a dynamic team dedicated to providing exceptional technical support, incident resolution, and world-class customer service across the globe. In this strategic leadership role, you'll leverage your expertise to drive operational excellence and set the vision for our service desk operations. This position can be based remotely across Europe - relocation to Sofia, Bulgaria is also possible.

Helping people thrive and grow in the modern digital world.

YNV Group is a holding company that began as a highly successful tech support start-up. In just a few years, we grew into a multi-brand group of companies serving global enterprise clients and governments. Today, our brands include TeKnowledge, elev8, Cytek, Smart Factoring, Monifai, Everty, and Sandglass and operate across the tech, real estate, and financial services sectors.

Responsibilities:

• Strategic Leadership: Develop and execute a global service desk strategy aligned with business objectives. Define service level agreements (SLAs), performance metrics, and KPIs to measure effectiveness. Collaborate with cross-functional teams to continuously enhance service quality and efficiency.
• Team Management: Lead and mentor a diverse team of service desk professionals across various geographical locations. Foster a positive, collaborative work culture that emphasizes continuous learning and employee growth. ensure adequate staffing, training, and skill development for your team.
• Service Delivery Excellence: Oversee incident management, problem resolution, and service request fulfilment. Monitor service desk performance, identify bottlenecks, and implement process improvements to drive continuous optimization. Lead with a customer-centric approach, ensuring timely and effective responses to all client inquiries.
• Global Coordination: Collaborate with regional service desk managers to maintain consistent service standards across all locations. Champion seamless 24/7 support across time zones. Facilitate knowledge sharing and best practices among regional service desk teams
• Vendor Management: Build and manage strong relationships with external service desk vendors and partners. Evaluate vendor performance, negotiate contracts, and optimize service delivery costs.
• Continuous Improvement: Stay at the forefront of industry trends, emerging technologies, and best practices in service desk management. Implement automation, self-service options, and AI-driven solutions to enhance efficiency and elevate service delivery. Regularly assess service desk processes and recommend improvements.

Qualifications:

• Bachelor's degree in a relevant field (e.g., IT, Business Administration).
• 8+ years of proven experience in service desk management, preferably in a global BPO environment.
• Strong leadership skills with the ability to inspire, motivate, and empower teams.
• Excellent communication, negotiation, and stakeholder management abilities.
• Familiarity with ITIL framework and service management tools.
• Multilingual proficiency is a valuable asset.