Service Desk Manager

We are looking for a Service Desk Manager to lead and develop our support team while ensuring high-quality delivery of technical services across the organization. In this key role, you will oversee day-to-day service desk operations, manage escalations, and drive continuous improvement in customer experience, process efficiency, and service performance.

Key Responsibilities

1. Team Leadership & Management

• Supervise, coach, and mentor Service Desk Analysts and Technicians.

• Provide direction, performance feedback, and professional development.

• Maintain staffing schedules to ensure adequate support coverage.

• Conduct regular team meetings, 1:1s, and performance evaluations.

2. Service Desk Operations

• Lead day-to-day operations of the Service Desk, ensuring adherence to SLAs and KPIs.

• Prioritize, assign, and monitor incoming tickets within the ITSM system (e.g., Freshservice, ServiceNow, Jira Service Management).

• Ensure timely resolution of incidents, service requests, hardware/software issues, access management, and onboarding/offboarding tasks.

• Oversee escalations and coordinate with Tier 2/Tier 3 teams when needed.

3. Customer Experience & Communication

• Serve as the primary point of contact for support-related inquiries and escalations.

• Ensure customers receive consistent, high-quality communication and follow-up.

• Analyze customer feedback and implement process improvements to increase satisfaction.

4. Process & Documentation

• Develop, standardize, and maintain Service Desk procedures, knowledge base articles, and troubleshooting guides.

• Implement ITIL/ITSM best practices for incident, problem, and change management.

• Ensure accuracy and completeness of ticket documentation.

5. Technology & Tools

• Manage service desk tools, ticketing systems, asset management platforms, and monitoring solutions.

• Ensure proper configuration and optimization of tools to enhance efficiency.

• Identify opportunities to automate repetitive tasks and improve workflows.

6. Reporting & Metrics

• Track and report on SLAs, ticket volume, resolution times, customer satisfaction, and team performance.

• Identify trends and recurring issues and propose recommendations to prevent future incidents.

7. Cross-Functional Collaboration

• Work closely with IT Infrastructure, Cybersecurity, DevOps, and Product teams to resolve escalated issues.

• Partner with HR and Operations for user onboarding/offboarding and system access governance.

• Support enterprise initiatives related to system upgrades, security improvements, and technology rollouts.

Qualifications

Required

• Bachelor’s degree in IT, Computer Science, or related field—or equivalent experience.

• 5+ years of Service Desk / IT Support experience.

• 2+ years in a leadership or management role.

• Strong understanding of ITIL principles and ITSM frameworks.

• Experience with ticketing systems, endpoint management tools, and asset tracking solutions.

• Excellent communication, problem-solving, and conflict-resolution skills.

Preferred

• ITIL Foundation Certification.

• Experience managing hybrid cloud environments (Azure/AWS).

• Knowledge of security best practices, user access management, and compliance frameworks.

• Experience with automation tools (Power Automate, Logic Apps, scripting languages).

• Background supporting SaaS platforms or multi-tenant enterprise systems.

• Hybrid or remote options available depending on organizational policy.