Job Description

Our client is seeking an experienced IT Service Desk Manager to lead the daily operations of their service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical technical issues. The ideal candidate is a strong communicator, strategic thinker, and hands-on leader who is passionate about driving operational excellence and continuous improvement within IT support.

Key Responsibilities:

Team Leadership & Development

• Manage, coach, and mentor service desk staff to ensure efficient issue resolution and excellent customer service.
• Promote a culture of accountability, collaboration, and ongoing professional development.

Service Operations

• Oversee end-to-end service delivery, including incident, request, change, and knowledge management .
• Utilize ITSM platforms (e.g., ServiceNow ) to manage service lifecycles and track SLAs, service availability, and business impact.
• Apply ITIL-based service management practices to improve efficiency and reliability.

Escalation Management

• Serve as the primary escalation point for complex or high-priority technical issues, ensuring timely resolution and communication.

Performance Monitoring

• Define, track, and report on service metrics (e.g., resolution time, customer satisfaction) to identify trends, root causes, and opportunities for improvement.

Process Improvement

• Develop and refine workflows, escalation rules, and service request classification schemes to enhance service delivery.
• Lead initiatives that improve productivity and user experience across IT operations.

Collaboration

• Partner with infrastructure, cybersecurity, and application teams to ensure seamless service and system reliability.

Compliance & Documentation

• Maintain adherence to IT policies and governance, including incident management, change control, and access management procedures.
• Ensure proper documentation of processes, solutions, and support knowledge base articles.

Minimum Qualifications:

• Bachelors degree in Information Technology, Computer Science , or a related field (or equivalent experience).
• 5+ years of experience in IT support, with at least 3 years in a supervisory or managerial capacity.
• Proven experience managing IT service desk operations and teams.
• Strong knowledge of help desk software , ITSM frameworks (e.g., ITIL) , and performance metrics .
• Excellent leadership, communication, and problem-solving skills.

Preferred Competencies:

• Technical Troubleshooting & Escalation Management
• End-User Training & Support
• Upgrades & Patch Management
• Experience with ServiceNow or similar ITSM platforms
• Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)

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