Service Desk Manager

GENERAL DESCRIPTION OF THE JOB:

The Service Desk Manager is responsible for overseeing the IT Service Desk operations, ensuring timely resolution of incidents, service requests, and problems in line with ITIL best practices. The role ensures high-quality end-user support, efficient service delivery, and continuous improvement of IT support processes to meet organizational goals.

DETAILED RESPONSIBILITIES:

• Lead and manage day-to-day Service Desk operations.
• Monitor performance, set KPIs, and ensure compliance with SLAs.
• Implement ITIL-based processes for Incident, Request, and Problem Management.
• Manage escalation of high-impact or critical incidents.
• Develop and maintain knowledge base and self-service tools.
• Train, mentor, and evaluate Service Desk staff.
• Ensure excellent customer service and stakeholder satisfaction.
• Coordinate with vendors for IT support services when required.
• Prepare reports, dashboards, and analysis for IT leadership.
• Participate in IT audits, risk assessments, and compliance activities.

MANDATORY (Minimum Qualification) OR PREFERRED REQUIREMENTS FOR THE POSITION

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 7–8 years in IT, with at least 3–5 years in a Service Desk or IT support management role.
• Proficiency in Service Desk tools (OSTicket, ServiceNow, ManageEngine, or similar).
• Knowledge of Microsoft technologies (Windows, O365, Active Directory).
• Ticketing system configuration and reporting.
• Strong understanding of ITIL framework and IT Service Management principles.
• Knowledge of enterprise IT systems, networking, and security basics.