IT Service Desk Lead

IT Service Desk Manager - Operations & Governance

The IT Service Desk Manager - Operations & Governance is responsible for end-to-end operational oversight of IT support activities, assets, and service delivery. This role ensures that all IT tickets, incidents, assets, and support related work streams are properly reviewed, assigned, followed up, unblocked, escalated, and reported, without performing hands on technical execution or closing tickets. The role acts as a control and coordination function, providing visibility, structure, and accountability across IT operations.

• Perform daily review of all incoming IT service desk tickets
• Validate ticket quality, including categorization, priority, impact, and clarity
• Assign tickets to the appropriate assignees or teams
• Continuously monitor ticket progress and aging
• Follow up with assignees to ensure timely movement and resolution
• Ensure clear ownership for every ticket at all times
• Does not close or resolve tickets

• Identify operational, dependency, approval, access, or vendor related blockers
• Coordinate with internal teams and stakeholders to remove blockers
• Track unresolved blockers and ensure accountability
• Proactively escalates risks before service impact occurs
• Does not close or resolve tickets

• Manage ticket and incident escalations in a structured and controlled manner
• Enforce correct prioritization (P1 / P2 / P3) based on business impact
• Challenge and correct incorrect urgency classifications
• Coordinate major incidents without performing technical execution
• Ensure escalations are documented, justified, and communicated clearly
• Does not close or resolve tickets

• Produce regular and ad hoc operational reports, including ticket volume and trends, SLA compliance, backlog and aging analysis, recurrent issues and patterns, team workload distribution, and escalation trends
• Provide clear insights highlighting risks, bottlenecks, and improvement areas
• Ensure reporting is accurate, consistent, and decision ready

• Maintain visibility and reporting on IT assets and consumables, including hardware and software, printer cartridges, consumables, loan and spare devices
• Track minimum stock thresholds and usage trends
• Flag shortages, risks, or anomalies proactively
• Coordinate with procurement and relevant teams as required
• Does not perform purchasing or inventory handling

• Track status of IT related projects and operational initiatives
• Ensure projects have clear owners, updated status, visible risks and dependencies, and follow up on status updates and delays
• Escalate risks and misalignment to leadership early
• Does not execute project tasks

• Act as the primary operational interface between IT support and business teams
• Ensure requests follow defined processes
• Reduce ad hoc follow ups and unmanaged escalations
• Provide clear, factual, and calm updates during incidents or delays

• 3+ years of experience in IT Support or IT Operations environments
• Strong understanding of IT service management practices (ITIL based)
• Hands on experience with Jira Service Management or similar platforms
• Strong analytical, follow up, and organizational skills
• Excellent communication and stakeholder management abilities
• Operational discipline and attention to detail
• Strong prioritization and decision making skills
• Ability to manage pressure and escalations calmly
• Data driven mindset
• Clear and structured communication

• Collaborate with a worldwide crew
• Learning budgets, access to courses, and tools for your growth
• Own your tasks, own your path - high autonomy
• Generous leave and wellness policies
• Agile work culture - Scrum is integral to our processes

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status or any other protected status.