Job Overview
Location
San Jose, CA
Job Type
Full-time
Category
Data Science
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Lead and optimize a 24/7 global IT service desk operation spanning Americas, EMEA, and APAC regions, ensuring consistent, high-quality support delivery across all time zones
- • Define, monitor, and enforce SLAs, OLAs, and KPIs including CSAT, FCR, MTTR, and ticket deflection rates to maintain service excellence
- • Oversee end-to-end incident, problem, request, and knowledge management processes aligned with industry best practices
- • Manage ticket queue distribution, workload balancing, and escalation protocols across global teams to ensure timely resolution and minimal user impact
- • Partner with IT infrastructure, security, and business application teams to resolve complex, cross-functional technical issues affecting global users
- • Lead, mentor, and develop a geographically distributed team of service desk engineers and contractors, including setting performance goals, conducting reviews, and building career development plans
- • Foster an inclusive, collaborative, and customer-first culture across all regional service desk teams
- • Drive the adoption and maturation of AI-powered tools including virtual agents, AI-assisted triage, automated ticket routing, and generative AI for knowledge creation and agent assistance
- • Use AI-driven analytics and pattern recognition to identify recurring ticket trends, predict service demand, and proactively resolve issues before they impact users
- • Champion self-service adoption through intelligent service portals and conversational AI to increase ticket deflection rates and reduce support volume
- • Implement and scale the global knowledge management program using AI to ensure content accuracy, discoverability, and continuous improvement
- • Define and execute a multi-year roadmap for global service desk maturity with AI integration as a core strategic pillar
- • Manage relationships with third-party hardware and software vendors and reseller partners to ensure service quality and contract compliance
- • Align service desk priorities with organizational goals by partnering with senior IT leadership, cybersecurity, and key business stakeholders
- • Ensure all service desk processes, documentation, and access controls comply with information security policies and regulatory requirements
- • Maintain and test business continuity and disaster recovery plans specific to service desk operations
- • Conduct regular audits of access provisioning, ticket hygiene, and adherence to established ITSM processes
🎯 Requirements
- • 8+ years of IT service desk or IT support experience, with at least 4 years in a management or lead role
- • Demonstrated experience managing global or multi-site service desk teams
- • Strong working knowledge of core ITSM processes — incident, problem, change, request, and knowledge management — applied in practice
- • Hands-on experience deploying or managing AI tools in a service desk context, such as virtual agents, AI-assisted triage, automated routing, or generative AI for knowledge and agent support
- • Proficiency with enterprise ITSM platforms (Jira SM, Remedy, or equivalent)
- • Experience defining and reporting on service desk KPIs and SLAs
🏖️ Benefits
- • Opportunity to lead a global IT service desk operation at a company committed to innovation and connectivity
- • Work within a performance-driven culture that values employee engagement, challenge, and respect
- • Collaborate with cross-functional teams including cybersecurity, infrastructure, and business applications
- • Contribute to AI-driven transformation initiatives that shape the future of IT support
- • Be part of a company that emphasizes equal opportunity and confidential, EEO-compliant hiring practices
Skills & Technologies
Senior
Onsite
Degree Required
About NETGEAR, Inc.
NETGEAR, Inc. designs and markets networking hardware for consumers, businesses, and service providers. The product line includes Wi-Fi routers, mesh systems, switches, and network-attached storage. Founded in 1996 in California, the company focuses on reliable connectivity, security, and remote management. NETGEAR sells through retail, e-commerce, and direct channels worldwide, addressing home networking, ProAV, and small-to-medium business segments.
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