Service Desk Manager

Job description

**Service Desk Manager** Job Summary We are seeking an experienced **Service Desk Manager** to lead and oversee the IT Service Desk function, ensuring high-quality technical support and exceptional customer service for end users. The ideal candidate will manage service desk operations, drive continuous improvement initiatives, monitor service performance, and ensure compliance with ITIL best practices and organizational standards. **Required Experience** - **15+ years** of overall IT experience. - **5 years** in a Service Desk Manager or IT Support Manager role. - Experience managing **L1/L2 Service Desk teams**. - Experience supporting global users in a 24x7 environment is preferred. **Educational Qualifications** - Bachelor's degree in Computer Science, Information Technology, or related field. - ITIL Foundation certification (mandatory/preferred). - ITIL Intermediate/Managing Professional certification is an advantage. - PMP, Prince2, COBIT, or ISO 20000 certifications are desirable. **Preferred Competencies** - Customer-focused mindset. - Strong organizational and multitasking skills. - Ability to work under pressure in a fast-paced environment. - Experience driving automation and service transformation initiatives. - Excellent verbal and written communication skills.