IT Service Desk Manager

The IT Service Desk Manager is responsible for leading the daily operations of the organization’s service desk. This role ensures the delivery of high-quality IT support services, manages a team of service desk analysts, and acts as the escalation point for complex or critical issues. The manager will also drive continuous improvement initiatives, monitor performance metrics, and align service delivery with business objectives.

Major Responsibilities/Activities:

• Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.
• Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.
• Serve as the primary escalation point for severe or unique technical issues.
• Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.
• Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.
• Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.
• Ensure adherence to IT policies, including incident management, change control, and access governance.

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.
• Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.
• Excellent communication, leadership, and problem-solving skills.

Minimum Requirements:

• ITIL, HDI, or similar service management certifications. ( preferred)
• Technical Troubleshooting
• Escalation Management
• End-User Training
• Upgrades & Patch Management
• ServiceNow or similar ITSM platforms
• Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)