Global Service Desk Experience Manager

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Job Title Global Service Desk Experience Manager Location Davidson, NC Job Overview At Ingersoll Rand, the Corporate IT Group sits at the center of global digital transformation—combining global scale with a strong ownership mentality and forward investment in technology. The team drives enterprise-scale modernization across AI, automation, cybersecurity, enterprise systems, and connected digital solutions that power our businesses, manufacturing, engineering, and customer experience—operating as a strategic business partner, not a traditional maintenance-focused IT organization. As our Global Service Desk Experience Manager, ownership of the end-to-end IT Service Desk experience spans more than 25,000 employees across 400+ global locations, shaping how support is delivered from first contact through resolution. The focus is a simple, fast, reliable, and continuously improving employee experience—measured by the consistency and quality of service at enterprise scale. This is a highly hands‑on leadership role grounded in daily execution and operational control. It includes direct responsibility for employee and L1 contractor resources while holding full accountability for the overall Service Desk experience. Impact is delivered not only through your team, but by influencing outcomes across multiple teams through strong peer leadership, collaboration, and escalation management. A key part of the role is driving ongoing optimization of the ServiceNow platform—including workflows, routing, forms, and user experience—while partnering across IT and business stakeholders to ensure seamless global service delivery. The role also serves as the escalation point when the service experience breaks down and owns continuous improvement of support processes worldwide. A strong analytics mindset is essential, using ServiceNow data to identify trends, elevate employee experience signals such as NPS, and uncover opportunities to improve service performance. This role also plays a critical part in advancing AI‑enabled service delivery—leveraging capabilities already in motion, including AI‑driven ServiceNow insights and Copilot Studio‑enabled end‑user experiences—to reduce friction, deflect avoidable tickets, and modernize how employees engage with IT support, while maintaining operational excellence and budget discipline. Responsibilities Own the full global Ingersoll Rand Service Desk experience across all tiers, including defining the service strategy and roadmap to deliver consistent, high‑quality support worldwide. Directly lead employee and L1 contractor resources, setting clear expectations and coaching toward urgent, customer‑first, high‑quality service. Keep ServiceNow assignment queues in control by actively managing backlog health, SLAs, aging work, and user impact—even when queues are not directly owned. Measure, analyze, and improve the user experience using NPS, trends, and feedback with clear communication and closed‑loop follow‑up. Actively apply AI, automation, and streamline workflows to improve self‑service, triage, resolution speed, and overall Service Desk effectiveness. Provide clear, timely, and transparent communication to users and stakeholders; serve as a primary escalation point for customer‑impacting issues during incidents, service disruptions, and ongoing Service Desk initiatives. Build strong, collaborative relationships with IT teams, business partners, and support groups by being accessible, engaged, open to feedback, and solution‑oriented. Own and manage the Service Desk budget, making disciplined, cost‑conscious decisions that optimize spend without degrading experience. Requirements Bachelor's degree in Information Technology, Computer Science, Business, or a related field. 7+ years of experience in IT Service Management environments. 5+ years supporting users within large, distributed, or global organizations. 4+ years of experience managing vendors and contractor‑based support models. 4+ years of hands‑on ServiceNow experience, including designing service forms and leveraging data to analyze performance and drive continuous improvement. 2+ years of experience applying AI and automation to improve Service Desk efficiency, service quality, and user experience. Core Competencies Owns and continuously improves the end‑to‑end Service Desk experience across large, distributed global environments, delivering consistent, high‑quality, user‑centered support at enterprise scale. Strong execution discipline in managing daily Service Desk operations, including queue health, SLA performance, backlog control, and service stability in fast‑paced, high‑volume environments. Leads both employees and contractor‑based support models, setting clear expectations, driving accountability, and reinforcing a strong customer‑first service culture. Hands‑on ServiceNow expertise, including workflow and form design, paired with strong analytical capability to use operational data, NPS, and service trends to drive measurable improvement. Applies AI, automation, and digital tools to improve Service Desk efficiency, enable self‑service, reduce friction, and accelerate resolution in a controlled, scalable way. Owns budget responsibility with disciplined financial management, balancing cost efficiency with service quality. Operates effectively in a fast‑paced, execution‑driven environment with strong prioritization and judgment. High‑energy advocate for the Service Desk and its users, driving urgency and visibility around the support experience. Builds trust through clear communication, sound judgment, and strong influence across IT and business stakeholders while effectively leveraging enterprise tools and collaboration platforms. Travel and Work Arrangements Fully onsite with minimal travel less than 10%. Must be authorized to work in the U.S. (Citizen or Permanent Resident). What We Offer At Ingersoll Rand, we embrace a culture of personal ownership—taking responsibility for our company, our communities, and our environment, as well as our individual health and well‑being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. #J-18808-Ljbffr Ingersoll Rand