Job
Description
Job Summary: We are seeking an experienced and proactive Manager IT Service Desk to lead our service desk operations and ensure exceptional IT support across the organization. The ideal candidate will have strong leadership abilities, technical expertise, and a passion for driving service excellence. Key Responsibilities: Lead and manage the IT Service Desk team, ensuring timely and effective resolution of IT incidents, requests, and queries. Monitor service desk performance metrics (SLAs, response/resolution times, user satisfaction), and continuously drive improvements. Oversee ticketing system usage and ensure accurate documentation and categorization of all issues. Serve as the escalation point for complex or unresolved technical issues. Develop and maintain SOPs, knowledge bases, and self-help tools for users. Collaborate with infrastructure, application, and security teams to ensure end-to-end issue resolution. Train, mentor, and evaluate service desk staff to ensure high levels of performance and engagement. Identify recurring issues and work on root cause analysis and long-term solutions. Conduct regular user satisfaction surveys and analyze feedback to enhance service quality. Participate in IT audits, risk assessments, and compliance reviews as needed. Required Qualifications & Skills: Bachelor’s degree in Information Technology, Computer Science, or related field. 8–12 years of overall IT experience, with at least 3–5 years in a service desk leadership/management role. Strong understanding of ITSM frameworks (preferably ITIL certified). Hands-on experience with service desk tools (e.g., ServiceNow, BMC Remedy, Freshservice). Excellent communication, interpersonal, and customer service skills. Ability to lead, motivate, and develop a high-performing support team. Experience managing remote or distributed teams is a plus. Preferred Certifications: ITIL v3/v4 Foundation or higher Microsoft, Cisco, or other relevant technical certifications
