IT Service Desk Manager

About the Role:

IT Service Desk Manager

function

and support team performance across our Service Desk operations. You’ll be responsible for

monitoring ticket quality, delivering actionable feedback, and partnering with leadership

across the business to improve support standards and customer satisfaction.

You will also provide guidance to a team of IT support staff while playing an active role in

coaching, mentoring, and operational oversight and process improvement.

Responsibilities:

Team Leadership:

optimal performance and professional growth.

Service Management:

and effective resolution of technical issues and requests.

Customer Support:

incidents, and provide expert guidance and solutions.

Process Improvement:

operational efficiency to enhance service quality.

Technical Expertise:

SaaS ecosystem to effectively support the team and users.

Reporting:

team metrics.

Collaboration:

integration and support.

Schedule Management:

ensure adequate coverage and timely response to user requests. Coordinate shifts,

manage time-off requests, and balance workloads.

Hiring Practices:

the Support Desk team — ensuring recruits have the right technical competency,

communication skills.

Training & Development:

existing team members to enhance technical knowledge, customer service skills, and

compliance with ITSM best practices. Create SOPs, knowledge base articles, and

encourage continuous learning.

API Integration:

maintain API calls for integrations between service desk tools and enterprise

applications, ensuring seamless workflows and data accuracy.

Qualifications:

• 5+ years of relevant experience in a Help Desk, IT Support, or Service Desk

environment is mandatory.

• 3+ years of experience in a leadership role; global and multiple-location team

management experience preferred.

• Solid understanding of IT Service Desk operations, ticketing systems, and best

practices (ServiceNow experience is a plus).

ITSM

• Strong leadership and team management skills with proven ability to deliver

constructive feedback and guide performance improvement.

• Excellent analytical, organizational, and documentation skills.

• Strong communication, interpersonal, and written skills.

• Familiarity with tools, reporting dashboards, and knowledge base platforms

SharePoint and Confluence

• ITIL V4 certificate holder is a plus

About Hectae Analytics and Software Solutions (Haass.io):

Haass

Platinum

Freshworks Partner

Freshworks products, IT service management (ITSM), and IT operations management for

global enterprises. Our focus areas include IT Service Desk transformation, IT Asset

Management, CRM implementations, and automation of enterprise workflows. We pride

fast-paced, execution-driven team

clients across industries.