IT Service Desk Manager

Job Description

IT Service Desk Manager - ( 2500006M )

The Senior Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure exceptional technical support and customer service for all end-users. This role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction. The position requires strong leadership, strategic thinking, and a deep understanding of ITIL processes and modern service management tools.

• Lead, mentor, and develop a team of service desk analysts and supervisors.
• Establish clear performance goals and conduct regular evaluations.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests.
• Monitor service levels and ensure compliance with SLAs and KPIs.
• Manage escalations and ensure effective communication with stakeholders.

• Implement ITIL best practices for incident, request, and problem management.
• Identify opportunities for automation and process optimization.
• Develop and maintain documentation, knowledge bases, and training materials.

• Administer and optimize ITSM platforms (e.g., Service Now, Jira Service Management).
• Ensure proper integration of monitoring and reporting tools.
• Stay current with emerging technologies and recommend improvements.

• Drive initiatives to improve end-user satisfaction and service quality.
• Act as a liaison between IT and business units to align support with organizational goals.

• Assist in forecasting and managing the service desk budget.
• Ensure efficient allocation of resources and staffing.

• 15years+ of experience working in IT support roles and minimum of 5 in a leadership position
• Proven experience managing a large service desk team in a complex environment.
• Certifications: ITIL Foundation (required), ITIL Intermediate or Manager level (preferred).
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in ITSM tools and reporting.
• Analytical and problem-solving mindset.
• Strategic thinking and decision-making.
• Customer-centric approach.
• Ability to manage multiple priorities in a fast-paced environment.