Service Desk Manager

We are seeking an experienced Service Desk Manager to lead IT Service Desk operations, ensuring exceptional service delivery, operational excellence, and customer satisfaction. The ideal candidate will oversee incident management, ITSM governance, service desk performance, and continuous service improvement while driving compliance with ITIL best practices and enterprise IT service standards. Key Responsibilities Service Desk Operations • Manage the daily operations of the Service Desk, ensuring efficient workflow and high-quality service delivery. • Ensure incidents and service requests are assigned, prioritized, and resolved within agreed Service Level Agreements (SLAs). • Monitor ticket queues, workload distribution, and escalation processes to maintain operational efficiency. • Analyze incident trends and recurring issues to identify root causes and implement permanent solutions. • Develop, maintain, and enhance the Service Desk knowledge base to improve first-call resolution and self-service capabilities. • Collaborate with infrastructure, applications, cybersecurity, and support teams to resolve complex technical issues. • Monitor Service Desk KPIs and implement continuous improvement initiatives to improve service quality. • Drive improvements in customer satisfaction (CSAT), response times, ticket resolution, and ITIL compliance. Tool Utilization & Service Management • Oversee the adoption, administration, and optimization of Service Desk and ITSM tools. • Work with technical teams to integrate and optimize tools for improved operational efficiency. • Ensure Service Desk platforms are maintained, upgraded, and configured to support business needs. • Evaluate and implement new technologies and automation solutions to improve Service Desk operations. • Maximize utilization of ITSM platform capabilities and service automation features. ITSM Governance • Own and govern the organization's IT Service Management (ITSM) platform and operational processes. • Design, implement, and optimize ITSM workflows, service catalogs, automation, and approval processes. • Collaborate with platform vendors to enhance ITSM capabilities and implement best practices. • Translate business requirements into scalable ITSM solutions while maintaining governance and service quality. • Manage multi-tenant ITSM environments, including workflow orchestration, tenant segregation, role-based access control, and centralized governance. • Ensure compliance with ITIL best practices, cybersecurity requirements, and organizational governance standards. Reporting & Continuous Improvement • Prepare accurate operational reports, dashboards, and management summaries. • Monitor operational KPIs and recommend service improvements based on performance data. • Ensure timely publication of departmental reports with high levels of accuracy. • Support continuous service improvement initiatives and operational excellence programs. • Maintain documentation, operational procedures, and governance records. Qualifications • Bachelor's degree in computer science, Information Technology, Information Systems, or a related field. • ITIL, HDI, or equivalent IT Service Management certifications are highly preferred. Experience • Minimum of 10 years of experience in Service Desk Management, IT Support, or IT Operations leadership. • Proven experience managing enterprise ITSM platforms and Service Desk operations. • Strong background in IT Service Management (ITSM) principles and ITIL best practices. Skills & Competencies • Strong expertise in ITSM frameworks, particularly ITIL. • Experience with enterprise ITSM platforms such as ServiceNow, ManageEngine, BMC Remedy, Jira Service Management, or equivalent. • Strong understanding of Incident, Problem, Change, Request, and Knowledge Management processes. • Experience managing Service Desk KPIs, SLA compliance, operational reporting, and customer satisfaction metrics. • Hands-on experience with workflow automation, service catalog management, and ITSM governance. • Experience managing multi-tenant ITSM environments and platform administration. • Strong leadership, coaching, and team management skills. • Excellent analytical, troubleshooting, and decision-making abilities. • Strong communication, stakeholder management, and presentation skills. • Ability to lead cross-functional technical teams in a dynamic enterprise environment. Show more Show less

Bachelor's degree in computer science, Information Technology, Information Systems, or a related field. ITIL, HDI, or equivalent IT Service Management certifications are highly preferred.

Service Desk Operations: Manage the daily operations of the Service Desk, ensuring efficient workflow and high-quality service delivery. Ensure incidents and service requests are assigned, prioritized, and resolved within agreed Service Level Agreements (SLAs). Monitor ticket queues, workload distribution, and escalation processes to maintain operational efficiency. Analyze incident trends and recurring issues to identify root causes and implement permanent solutions. Develop, maintain, and enhance the Service Desk knowledge base to improve first-call resolution and self-service capabilities. Collaborate with infrastructure, applications, cybersecurity, and support teams to resolve complex technical issues. Monitor Service Desk KPIs and implement continuous improvement initiatives to improve service quality. Drive improvements in customer satisfaction (CSAT), response times, ticket resolution, and ITIL compliance. Tool Utilization & Service Management: Oversee the adoption, administration, and optimization of Service Desk and ITSM tools. Work with technical teams to integrate and optimize tools for improved operational efficiency. Ensure Service Desk platforms are maintained, upgraded, and configured to support business needs. Evaluate and implement new technologies and automation solutions to improve Service Desk operations. Maximize utilization of ITSM platform capabilities and service automation features. ITSM Governance: Own and govern the organization's IT Service Management (ITSM) platform and operational processes. Design, implement, and optimize ITSM workflows, service catalogs, automation, and approval processes. Collaborate with platform vendors to enhance ITSM capabilities and implement best practices. Translate business requirements into scalable ITSM solutions while maintaining governance and service quality. Manage multi-tenant ITSM environments, including workflow orchestration, tenant segregation, role-based access control, and centralized governance. Ensure compliance with ITIL best practices, cybersecurity requirements, and organizational governance standards. Reporting & Continuous Improvement: Prepare accurate operational reports, dashboards, and management summaries. Monitor operational KPIs and recommend service improvements based on performance data. Ensure timely publication of departmental reports with high levels of accuracy. Support continuous service improvement initiatives and operational excellence programs. Maintain documentation, operational procedures, and governance records.