Service Desk Manager

Service Manager – Service Desk

We are seeking a seasoned Service Manager – Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and a strategic vision to drive Shift‑Left and Shift‑Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross‑functional collaboration.

• Ensure Service Desk processes meet internal and external audit requirements.
• Enforce security, compliance, and data privacy standards across all Service Desk activities.
• Maintain compliance reporting and audit trails for ITSM processes.

• Maintain adequate staffing for peak loads, holidays, and on‑call rotations.
• Drive continuous skill development (technical and soft skills).
• Handle performance management, including underperformance and disciplinary actions.
• Ensure daily reporting and analysis of past 24‑hour performance.
• Forecast ticket volumes and plan resource capacity.

• Own Service Desk tools, ticketing systems, and integrations.
• Call Management System:
  Own and manage the call management platform, including configuration changes and enhancements.
• Identify and implement automation/self‑service opportunities.
• Lead Shift‑Left/Shift‑Right initiatives to reduce ticket volume and improve proactive support.
• Plan and coordinate tool upgrades and integrations.

• Drive ITSM process governance for Incident, Request, Problem, and Change Management.
• Conduct regular reviews and improvements in Knowledge Management processes.
• Analyze operational data and provide recommendations for process improvement and trend‑based actions.

• Plan, execute, and document DR drills; initiate DR actions during outages.
• Act as Incident Manager during critical outages, including stakeholder communication.
• Drive root cause analysis and permanent fixes for recurring issues.

• Own CSAT metrics and remediation plans.
• Prepare and present dashboards and service reviews to leadership.
• Ensure proactive communication during major incidents and outages.
• Manage Service Desk operational budget and cost optimization.
• Govern vendor SLAs, contracts, and performance reviews (QBRs).
• Mandatory 5 days in office presence.
• Available for escalations during off‑hours and weekends when required.

• Drive continuous improvement and process maturity.
• Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
• Ensure Service Desk readiness for change management and releases impacting end‑user services.

• Education:
  
  Bachelor’s degree in IT or equivalent experience.
• Experience:
  
  12–15 years in IT with proven Service Desk leadership experience.
• Certifications:
  
  ITIL preferred;
  Microsoft/VDI certifications a plus.
• Skills:
  
  Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

• All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
• Knowledge base utilization and improvement metrics.
• Compliance and audit readiness scores.