Service Desk Lead APAC

Before you apply

Job source

Himalayas

Applying on

himalayas.app

Workplace

Fully remote

US state

Nationwide remote

Category

Virtual Assistant

Link last checked

Not checked yet

Posted

1 week ago

Closes

11/9/2026

1. 1. Tailor your resume to this posting — it takes about a minute and noticeably improves your match score.
2. 2. Click One-Click Apply. We open the posting directly on himalayas.app in a new tab — Remote Me never charges for or intermediates an application.
3. 3. Create or sign in to the employer's applicant account, upload your resume, and submit their form.
4. 4. Come back and hit Save so this role stays in your dashboard — we'll notify you if the posting closes or the link breaks.

About the role

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as a Service Desk Lead APAC, to have real impact and bring Forever Caring to life. In this role, you'll play a key part in Service Desk, working alongside a dynamic team that values innovation, collaboration, and continuous growth. Your key responsibilities will include: Oversee and manage the rota of Service Desk Technicians in your assigned region (EUROPE, AMEA, or AMERICAS) to ensure coverage and efficiency. Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization. Establish and manage a robust backup system to cover team members' annual and sickness leaves, ensuring minimal disruption to service desk operations. Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets. Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting. Take the lead in managing P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution. Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration. Lead and mentor a global team of IT service desk professionals, providing guidance and support to ensure exceptional service delivery. Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities. Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth. Collaborate with the CBS IT Support & Experience Lead and ITSM Global Manager to identify and develop improved ways of working, contributing to enhanced service quality. Create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users. Collaborate with regional and global stakeholders to understand IT support needs and priorities. Develop and implement IT service desk policies, procedures, and best practices. Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions. Act as a point of escalation for complex technical issues and customer concerns. Coordinate with other IT teams to ensure timely resolution of incidents and service requests. Provide training and development opportunities for team members to enhance their technical skills and customer service capabilities. Ensure compliance with IT security policies and data protection regulations. Prepare and present regular reports on service desk performance to senior management. Foster a culture of continuous improvement within the team. Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices. Lead a team of Coordinators responsible for supporting Convatec 's processes connected to major incidents worldwide. Be part of an on-call rota for weekend support To be successful you will: Technical Experience: A minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes. ServiceNow Proficiency: Expertise in the use of the ServiceNow ticketing system and incident management. Leadership Skills: Proven leadership abilities with a background in managing teams, providing guidance, and mentorship. Global Service Desk Experience: Previous experience in a global Service Desk environment is a plus. Bachelor’s degree in Information Technology or a related field (or equivalent experience) Proven experience in IT service d

Convatec is hiring remote talent through Remote Me. All listings are vetted for legitimacy.