Job
Description
As the Service Manager - Service Desk , you will act as the key technical contact for all Service Desk escalations and support delivery. You will be aligned with the client’s Technology Infrastructure team - bringing values of excellence, accountability, and service-first thinking to the forefront. Key Responsibilities Serve as the subject matter expert and escalation point for all remote IT support activities involving Network, Audio-Visual (AV), Print services, and Telephony infrastructure. Manage the lifecycle of service requests within SLA parameters, including documentation, tracking, escalation, and status updates. Provide Tier 2 escalation support for Remote Building Technology issues. Troubleshoot and resolve network issues (e.g. VLAN, SSID, IP allocation), AV hardware/software, and enterprise print systems like Everyone Print. Collaborate closely with internal and external support teams to escalate issues as required, ensuring resolution within OLA/SLA timelines. Support onboarding and integration of vendor teams to ensure a seamless support experience for end users. Contribute to client-aligned IT projects and ensure successful execution as per scope and training. Create, update, and maintain knowledge base articles, SOPs, and process documentation. Who We’re Looking For Minimum of 3 years' experience in Service Desk or IT support leadership or equivalent, ideally in a global/multi-location environment. Bachelor's degree in information technology, Computer Science, or related field. Strong interpersonal, communication, and stakeholder management skills. Comfortable working in dynamic, evolving environments with a proactive and analytical mindset. Knowledge of ITIL processes and a commitment to high-quality service delivery. Flexibility to work outside regular hours during planned maintenance, outages, or escalated incidents including weekends and holidays. Preferred Experience and Certifications Hands-on experience with network technologies and wireless vendors such as Cisco, Ruckus, or Mist. Familiarity with network monitoring tools like Zabbix, SolarWinds, or LogicMonitor. Exposure to automation tools and scripting is a plus. Certifications preferred: JunOS, Cisco IOS, or Ruckus product proficiency ITIL Foundation v3 or v4 Valid Network Fundamentals certificate Working knowledge of Salesforce and Jira Show more Show less
