Service Desk Manager

We are seeking an experienced and customer-focused Service Desk Manager to lead our IT Service Desk operations. The role will oversee a team of support analysts and engineers, ensuring the delivery of high-quality IT support services, efficient incident resolution, and continuous service improvement. The Service Desk Manager will act as the primary escalation point for technical and service-related issues, drive ITIL-based best practices, and ensure alignment with business needs.

Lead, manage, and mentor the IT Service Desk team to deliver excellent customer service.

Oversee day-to-day operations of the Service Desk, ensuring SLAs and KPIs are met.

Manage incident, problem, request, and escalation processes in line with ITIL standards.

Develop and implement service desk policies, procedures, and knowledge base articles.

Ensure effective resource allocation, shift planning, and workload management.

Act as the main escalation point for major incidents and critical service disruptions.

Collaborate with Infrastructure, Applications, and Security teams for problem resolution.

Analyze trends in incidents and service requests to drive proactive improvements.

Prepare and present service performance reports to senior management.

Lead continual service improvement initiatives to enhance efficiency and customer satisfaction.

Ensure compliance with security, governance, and regulatory requirements.

Strong leadership and people management skills.

Excellent communication, stakeholder management, and customer service focus.

In-depth knowledge of ITIL processes (Incident, Problem, Change, Service Request).

Strong troubleshooting and problem-solving skills.

Ability to manage competing priorities in a high-pressure environment.

Experience with ITSM tools (ServiceNow, Remedy, JIRA, or similar).

Analytical mindset with ability to identify trends and drive improvements.

Bachelor's degree in IT, Computer Science, or related field (preferred).

ITIL Foundation certification (Intermediate/Expert desirable).

Proven experience (5+ years) in IT Service Desk or End-User Support, with at least 2-3 years in a managerial or supervisory role.

Experience in managing onshore/offshore or outsourced service desk teams is an advantage.

Knowledge of Microsoft, networking, cloud platforms (Azure, O365, AWS) desirable.