Service Desk Manager

July 7, 2025
Open
Open
Location
Vietnam
Occupation
Full-time
Experience level
Manager
Apply
Summary

World Vision International is seeking an experienced Service Desk Manager to oversee its global IT service desk operations in a fully remote role. This full-time position supports staff across nearly 100 countries and multiple time zones, managing multi-regional teams and ensuring service desk excellence. Key responsibilities include optimizing ITSM standards, driving incident resolution and continuous improvement, and strengthening customer satisfaction across field and office environments. Employees enjoy the opportunity to make a global impact while being part of a mission-driven team committed to helping vulnerable children worldwide.

Candidates must have a Bachelor’s degree in Computer Science, Information Systems, or equivalent, along with proven leadership experience in global IT or service desk operations. Required skills include strong communication, service desk tooling proficiency, and cross-cultural team collaboration. Familiarity with Agile methodologies and a customer-first approach to global support is essential. Applicants must be based in countries where World Vision International is legally registered, and CVs should be submitted in English.

Join a purpose-driven organization supported by 33,000+ people making a difference through technology and compassionate action worldwide. This role is an excellent opportunity for someone passionate about leveraging IT to create positive global change.

Highlight
Highlight

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

IMPORTANT INFORMATION:

  • All CVs should be submitted in English.

  • This position is open to candidates based in countries where World Vision International is legally registered to operate.

JOB PURPOSE:

The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.

KEY RESPONSIBILITIES:

  • Manage and improve service desk processes, SLAs, and knowledge base quality.

  • Coordinate multilingual and regional service desk support models.

  • Analyze ticket trends to drive improvement and training initiatives.

  • Ensure high user satisfaction through timely and effective communication.

  • Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.

  • Provide support, guidance, and collaboration to field office IT staff across all regions.

  • Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

  • Bachelor’s degree in Computer Science, Information Systems, or a related field.

  • Demonstrated proficiency in written and verbal communication in English.

  • Proven experience leading global IT support or service desk teams.

  • Customer-first mindset with operational excellence.

  • Hands-on with service desk platforms and reporting tools.

  • Strong communication, leadership, and people development skills.

  • Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.

Applicant Types Accepted:

Apply now
Thanks you!
Oops! Something went wrong while submitting the form.
Please let us know if this job is expired. Your support helps us maintain an accurate job board!
Similar Jobs
image.png
Platform Engineer: Edge & Networking
Supabase
Anywhere
Full-time
Senior
image.png
Backend Software Engineer
Palmstreet
Asia
Full-time
Senior
image.png
Junior Node Operator
Gateway.fm
APAC
Full-time
Junior
Slasify
iOS Technical Expert(Listed Company)
Slasify
Vietnam
Full-time
Entry-level
worldvision_logo
World Vision
Our vision for every child, life in all its fullness. Our prayer for every heart, the will to make it so. wvi.org
HQ Location
Company size
5,000+
Founded in
1950
Industry
Non-profit Organizations
Website
More from Company
No items found.