Service Desk Manager

Job Summary:

The Service Desk Manager is responsible for leading and managing the Service Desk function to ensure effective support for users, timely incident resolution, and high levels of customer satisfaction. The role oversees Service Desk operations, resource coverage, process adherence, escalation management, and service reporting. The individual ensures that support services are delivered efficiently, service levels are achieved, and continuous improvements are implemented to enhance service quality and operational performance.

Key Responsibilities:

• Lead and manage the Service Desk organization, including staffing, scheduling, and operational oversight.
• Ensure appropriate service coverage to support business and customer requirements, including shift and on-call management where applicable.
• Establish, maintain, and improve Service Desk procedures, workflows, and operating standards.
• Serve as the primary point of contact for Service Desk performance, service quality, and operational issues.
• Monitor and manage incident, service request, and ticket queues to ensure timely resolution and SLA compliance.
• Oversee escalation management processes and ensure critical issues are routed and resolved through appropriate support teams.
• Coordinate with infrastructure, application, security, and operations teams to support effective incident resolution.
• Track service performance metrics and identify trends, recurring issues, and improvement opportunities.
• Prepare and present operational reports, SLA reports, management dashboards, and service reviews.
• Drive continuous service improvement initiatives to enhance user experience and operational efficiency.
• Ensure compliance with IT service management processes, policies, and governance requirements.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
• 6+ years of experience in IT Support, Service Desk, Help Desk, or IT Operations environments, including team leadership experience.
• Proven experience managing Service Desk operations and support teams.
• Strong understanding of Incident, Request, Problem, Change, and Escalation Management processes.
• Experience managing SLA-driven support environments and operational reporting.
• Familiarity with IT Service Management (ITSM) tools and ticketing platforms.
• Strong stakeholder management, communication, and customer service skills.
• Experience in workforce planning, shift management, and service coverage management.
• Strong analytical, problem-solving, and decision-making abilities.
• Knowledge of ITIL Service Management best practices.