IT Service Desk Manager

About Coursera + Udemy Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI. Read more about the combined company by visiting our blog . Why join us now? AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them. Shape what comes next By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale. How we work Job Location - Chennai Working hours - 5:30 PM - 2:30 AM IST || 4 AM - 1 PM PST We let you choose the best way to work, whether it’s from home, an office, or a collaboration space. We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to come together. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below. About this role Coursera’s IT department is responsible for the Corporate tools and technology that are required for the company to operate efficiently and effectively. We are a growing IT department that plays an integral role in the company’s ability to perform its day-to-day tasks. While supporting an ever-growing number of global users with top-tier tools and applications, our IT team is always aiming to achieve the highest goals and produce the best experience possible for our end users. The Global IT Service Desk Manager plays a pivotal role in overseeing and managing the efficient operation of the IT Service Desk on a global scale. This position requires a strategic leader with strong technical acumen, exceptional communication skills, and a proven track record in managing service delivery in a multinational environment. About your skills: By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale. Coursera + Udemy lets you choose the best way to work, whether it’s from home, an office, or a collaboration space. We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to come together. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below. What you’ll be doing: • Lead, guide, and mentor a geographically dispersed team of IT support professionals, fostering a collaborative and inclusive team culture to ensure a consistent end-user experience and maintain operational excellence in IT Service Management through execution of strategic initiatives that create efficiencies and process optimization. • Streamline IT Service Desk operations by developing and implementing efficient processes, monitoring key performance indicators for continuous improvement, and ensuring timely incident resolution & request fulfillment in accordance with service level