IT Service Desk Manager

Position Overview

The IT Service Desk Manager is responsible for leading the daily operations of the organization's 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 issues. The manager also drives continuous improvement initiatives, monitors performance metrics, and aligns service delivery with business objectives.

• Team Leadership & Development:
  Manage, coach, and train service desk staff to ensure effective troubleshooting, solution delivery, and customer service.
• Service Operations:
  Uses ITSM platforms (e.g., Service Now) to manage service life cycles; ITIL‑based service management practices to track SLAs, service availability, and business impact.
• End‑to‑End Service Delivery:
  Manage incident, request, change, and knowledge management processes.
• Escalation Management:
  Serve as the primary escalation point for severe or unique technical issues.
• Performance Monitoring:
  Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause, and areas for improvement.
• Process Improvement:
  Develop and refine workflows, escalation rules, and service request classification schemes.
• Collaboration:
  
  Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.
• Compliance & Documentation:
  Ensure adherence to IT policies, including incident management, change control, and access governance.

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.
• Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.
• Excellent communication, leadership, and problem‑solving skills.

• Seniority Level: Mid‑Senior level
• Employment Type:
  
  Full‑time
• Job Function:
  Information Technology
• Industry: Staffing and Recruiting