Software Service Desk Manager

This is a hands-on technical leadership role for someone who has built their foundation in full-stack software development and has proven experience operating within a service desk / production support environment. You will lead a team responsible for incident triage, defect analysis, patch development, and deployments across customer environments (including on-premises), while implementing AI-enabled predictive support to reduce incidents and improve service reliability.

You will work directly with customers, including banks and large enterprises, and partner closely with Engineering, Product, and Customer Success to ensure software environments remain secure, stable, and compliant.

Role Description

• Service Desk Leadership (24/7)
• Lead and manage a 24/7 Software Service Desk, including rostering and operational governance.
• Recruit, onboard, manage, and develop service desk staff and team leads, who will also have a background in software development and services.
• Own service performance against SLAs, operational KPIs, and customer satisfaction targets.
• Incident, Problem, and Change Management
• Implement and run ITIL-aligned practices for Incident, Problem, and Change Management.
• Act as the escalation point for complex issues and drive effective resolution and RCA.
• Establish repeatable processes to improve time-to-resolution and reduce recurring incidents.
• Familiarity with New Relic and Jira Service Desk is required.
• Engineering Support and Release Delivery
• Lead a team that analyses defects, produces fixes, and releases patches and updates.
• Ensure high-quality deployment execution in customer on-premises environments and cloud-hosted environments.
• Coordinate with Engineering for defect management, release readiness, and operational improvements.
• AI and Predictive Support
• Implement AI/predictive support solutions to detect and prevent issues before customer impact.
• Drive proactive monitoring, trend analysis, and automation to reduce incident volume.
• Cloud Deployment (AWS C Azure)
• Oversee deployments and operational support in AWS and Azure, including release/rollback practices.
• Strengthen CI/CD, deployment governance, and environment management across customer implementations.
• Documentation and Knowledge Management
• Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge bases.
• Define training programs to uplift technical capability across the service desk team.
• Security, Compliance, and Secure SDLC
• Ensure all support and release activities follow secure SDLC, testing discipline, and compliance requirements.
• Maintain auditability and robust change control appropriate for enterprise and banking customers.

ualifications

• 5+ years of experience in managing software-focused service desks or technical support teams.
• Demonstrated leadership of a service desk operation, ideally in a 24/7 environment.
• Strong software engineering background with full-stack development experience.
• Backend expertise: Java, Spring Boot, PostgreSL (hands-on understanding required).
• Proven experience deploying and supporting software in cloud environments (AWS and Azure).
• Familiarity with New Relic and Jira Service Desk.
• Experience leading teams responsible for bug analysis, patch development, and deployment to customer environments (including on-premises).
• Strong understanding of secure software development, compliance, and secure testing practices.