Service Desk Manager

Job description

Job Summary We are seeking an experienced Service Desk Manager to lead and manage the IT Service Desk function, ensuring high-quality support services and adherence to ITIL best practices. The ideal candidate will be responsible for overseeing day-to-day service desk operations, managing incident and request fulfillment processes, driving service improvements, and ensuring customer satisfaction while meeting agreed SLAs. Key Responsibilities Service Desk Operations • Manage and lead the IT Service Desk team supporting end users across multiple locations. • Ensure timely resolution of incidents, service requests, and escalations as per SLA commitments. • Monitor service desk performance and drive operational excellence. • Manage shift schedules, resource planning, and workforce allocation. • Act as the primary escalation point for major incidents and critical service disruptions. Incident & Problem Management • Oversee Incident, Major Incident, and Problem Management processes. • Drive root cause analysis and preventive measures for recurring issues. • Coordinate with infrastructure, application, network, security, and vendor teams for issue resolution. • Ensure proper documentation and knowledge management practices. Service Management & Governance • Implement and manage ITIL-based service management processes. • Track and report KPIs, SLA compliance, service trends, and improvement opportunities. • Conduct regular service reviews with stakeholders and business teams. • Develop and maintain operational procedures, policies, and service standards. Team Leadership • Lead, mentor, and develop Service Desk Analysts and Team Leads. • Establish performance goals and conduct regular performance reviews. • Identify training requirements and facilitate skill enhancement programs. • Foster a customer-centric and high-performance culture. Continuous Improvement • Identify opportunities for automation and process optimization. • Enhance self-service capabilities and knowledge base effectiveness. • Drive service improvement initiatives to improve user experience and operational efficiency. Vendor & Stakeholder Management • Coordinate with third-party vendors for support services and issue resolution. • Manage vendor performance against contractual SLAs. • Build strong relationships with business stakeholders and IT teams. Required Skills & Qualifications Technical Skills • Strong understanding of ITIL Framework (Incident, Problem, Change, Request, Knowledge Management). • Experience with ITSM tools such as: • ServiceNow • BMC Remedy • Jira Service Management • Freshservice • Knowledge of: • Windows Environment • Microsoft 365 • Active Directory • Exchange Online • Endpoint Management Tools • Network Fundamentals Leadership Skills • Strong people management and team leadership capabilities. • Excellent communication and stakeholder management skills. • Strong analytical, troubleshooting, and decision-making abilities. • Ability to handle high-pressure situations and critical incidents. Qualifications • Bachelor's degree in Computer Science, Information Technology, or related field. • ITIL Foundation Certification (Mandatory). • ITIL Intermediate/Managing Professional Certification (Preferred). • PMP, Prince2, or Service Management certifications are an added advantage.