Job Description
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 About Us Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future. 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. Defined by its scale and influence, this role touches every employee experience with the Service Desk, while many outcomes rely on teams beyond direct reporting lines. Success requires strong peer leadership, data-driven decision-making, and disciplined execution across a highly interconnected global environment. If bring the expertise and you’re ready to shape a modern, AI-enabled global Service Desk experience at scale, we want to hear from you. Responsibilities End-to-End Service Desk Experience: 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. Team & Contractor Leadership: Directly lead employee and L1 contractor resources, setting clear expectations and coaching toward urgent, customer-first, high-quality service Operational Control & Execution: Keep ServiceNow assignment queues in control by actively managing backlog health, SLAs, aging work, and user impact—even when queues are not directly owned Customer Experience Measurement: Measure, analyze, and improve th