The International Rescue Committee (IRC) is actively seeking a dynamic and experienced professional to join its global Information Technology team as the Global Service Desk Manager. This is a full-time, hybrid position open to qualified candidates in New York, USA and Nairobi, Kenya, offering a unique opportunity to lead a highly skilled IT support team that spans multiple countries and time zones.
If you are passionate about delivering excellent IT services, managing diverse and distributed teams, and enhancing customer satisfaction across complex organizational environments, then this could be the perfect role for you.
Introduction
At IRC, we deliver critical aid to people affected by humanitarian crises and conflict. Behind every field operation is a robust support system powered by innovative technology and dedicated IT professionals. As the Global Service Desk Manager, you will play a central role in maintaining the operational efficiency of our IT systems and services, driving high-quality support, and enabling our field teams to carry out their life-saving missions.
This role is not just about resolving technical issues — it’s about empowering teams, leading transformation through streamlined support, and nurturing a culture of excellence and accountability.
Position Overview
Job Title: Global Service Desk Manager
Job Locations:
- New York, NY, United States
- Nairobi, Nairobi Municipality, Kenya
Requisition ID: req58954
Employment Category: Regular
Employment Type: Full-Time
Compensation: - New York: USD 111,686 – 121,377 annually
- Nairobi: KES 481,950 – 567,000 monthly
Work Arrangement: Hybrid (standard office environment with occasional weekend and shift-based availability)
The Global Service Desk Manager will be responsible for leading the global IT support team, coordinating support operations, standardizing service delivery processes, and ensuring high-level responsiveness across all regions. Reporting directly to the Director of User Services, the role is critical in upholding IRC’s IT service standards and optimizing service performance in alignment with broader business objectives.
Detailed Job Description
People Management
- Oversee daily global IT support operations, ensuring teams meet performance and service delivery standards.
- Hire, onboard, and evaluate team members while promoting continuous professional development.
- Define clear roles, responsibilities, and KPIs to drive team accountability and ensure alignment with IT goals.
- Foster a culture of inclusivity, trust, and collaboration across all regional IT support teams.
- Design and implement staff training, mentorship programs, and technical upskilling initiatives.
- Maintain adequate global support coverage through efficient shift and on-call scheduling.
- Track and assess team performance, identify skill gaps, and develop personalized development plans.
- Ensure new team members receive comprehensive onboarding and timely access to necessary tools and systems.
- Collaborate with the Director of User Services to manage resources effectively, emphasizing staff morale and talent retention.
Process Management
- Evaluate existing support workflows and implement improvements to enhance responsiveness and service quality.
- Use performance data (e.g., ticket volume trends, SLA adherence) to identify gaps and initiate corrective action.
- Lead weekly or bi-weekly Tech Support meetings to review common issues and align resolution strategies.
- Analyze service desk metrics to develop improvement plans that reduce ticket backlogs and improve resolution times.
- Document processes and ensure support activities align with ITIL standards and IRC’s operating procedures.
- Plan and manage rollouts of new tools, policies, and technologies, including change management and team training.
- Encourage collaboration across teams to resolve systemic IT issues and promote knowledge sharing.
Technical Support Leadership
- Deliver high-level (Tier 2 and Tier 3) technical support for complex incidents involving hardware, software, and network systems.
- Act as the lead escalation point for major incidents, outages, and high-priority service issues, ensuring timely resolution.
- Provide white-glove support to senior leadership, maintaining professionalism and clear communication under pressure.
- Coordinate with infrastructure, cybersecurity, and application teams to ensure unified support and system integrity.
- Manage service outages and security incidents in collaboration with both internal stakeholders and third-party vendors.
- Support organization-wide projects, rollouts, and policy implementations, providing technical input and operational support.
- Promote a customer-centric approach, ensuring all issues are handled with empathy, clarity, and thorough follow-up.
- Identify recurring problems, document solutions, and drive initiatives to enhance user self-service capabilities.
Administrative Oversight
- Track global KPIs and performance metrics to identify trends, anticipate challenges, and propose solutions.
- Prepare detailed executive summaries and dashboards for senior leadership review.
- Coordinate internal communication efforts, including status updates, newsletters, and training resources.
- Participate in budgeting for IT tools, software subscriptions, staffing, and training programs.
- Manage the onboarding process for new service desk team members, ensuring standardization across locations.
- Plan and track ongoing training and certification requirements for the support team.
- Monitor compliance with internal IT policies, ITIL practices, and external regulatory standards.
- Facilitate internal audits and ensure documentation is readily available and up to date.
- Maintain global support schedules, plan for time-off coverage, and oversee holiday staffing plans.
- Coordinate major incident responses and ensure post-incident reviews are documented and communicated.
Documentation and Knowledge Management
- Lead the creation of both technical and user-facing documentation to promote consistency and clarity.
- Enhance customer self-help resources to reduce dependency on live support.
- Ensure documentation is accessible, regularly updated, and aligned with global support standards.
Key Working Relationships
Reports To:
- Director of User Services
Internal Collaboration With:
- Team Leads
- System Engineers
- Desktop Engineers
- Network Engineers
- Project Managers
External Interaction With:
- Service Vendors (e.g., phone systems, printers, Microsoft Support, MAC support providers)
- Software Providers
- Training Partners
Ideal Candidate Profile
The ideal candidate will be an experienced IT support professional with a strong managerial background, a deep understanding of ITIL service management, and proven success in leading remote and multicultural teams. This individual must be adept at working under pressure, solving complex technical issues, and maintaining excellent communication with both technical and non-technical stakeholders.
Key Competencies and Experience Areas:
- Proven experience in ServiceNow ticketing system administration and reporting.
- Advanced knowledge of Azure, Microsoft Office 365, Windows Server, and network management tools.
- Familiarity with security tools, antivirus software, and Active Directory management platforms.
- Proficiency in Windows 11, Mac OS, Zoom, Microsoft Teams, and Power BI.
- Experience in large-scale user environments (1,000+ users) across multiple regions.
- Strong documentation, time management, and analytical skills.
- Ability to conduct calm, reasoned discussions in high-stress situations.
- Comfort working autonomously while collaborating across cross-functional teams.
- Dedication to continual learning and application of new IT solutions.
Working Environment
This is a hybrid position that combines remote and on-site responsibilities. While the core work environment is a standard office setup, candidates must demonstrate flexibility to support operations during weekends, emergency incidents, or regional time-sensitive needs. Occasional global travel may also be required depending on team initiatives.
Compensation and Benefits
For U.S.-Based Candidates:
- Competitive salary range from USD 111,686 to 121,377 annually
- Comprehensive benefits package including:
- 20–25 days of paid time off
- 10 sick days
- 10 paid U.S. holidays
- Health insurance starting at $143/month
- Dental ($6.50/month) and vision ($5/month)
- Commuter and healthcare FSAs
- 403b retirement savings plan with immediate vested matching
- Life and disability insurance
- Employee Assistance Program for staff and their families
For Kenya-Based Candidates:
- Competitive monthly salary range: KES 481,950 – 567,000
- Locally relevant benefits in line with IRC’s Kenyan employment policies
Equal Opportunity Statement
IRC is an Equal Opportunity Employer committed to building a diverse and inclusive workplace. All candidates are evaluated based on merit, regardless of race, religion, gender, age, disability, sexual orientation, or other protected characteristics. We are proud of our diverse global team and encourage candidates from all backgrounds to apply.
If you are ready to take the next step in your IT leadership career and contribute to meaningful global impact, we welcome your application.
