IT Service Desk Manager

The Senior Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure exceptional technical support and customer service for all end-users. This role oversees daily operations, implements best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction. The position requires strong leadership, strategic thinking, and a deep understanding of ITIL processes and modern service management tools.

- Leadership & Team Management

- Lead, mentor, and develop a team of service desk analysts and supervisors.

- Establish clear performance goals and conduct regular evaluations.

- Foster a culture of accountability, collaboration, and continuous improvement.

- Service Desk Operations

- Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests.

- Monitor service levels and ensure compliance with SLAs and KPIs.

- Manage escalations and ensure effective communication with stakeholders.

- Process & Continuous Improvement

- Implement ITIL best practices for incident, request, and problem management.

- Identify opportunities for automation and process optimization.

- Develop and maintain documentation, knowledge bases, and training materials.

- Technology & Tools

- Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management).

- Ensure proper integration of monitoring and reporting tools.

- Stay current with emerging technologies and recommend improvements.

- Customer Experience

- Drive initiatives to improve end-user satisfaction and service quality.

- Act as a liaison between IT and business units to align support with organizational goals.

- Budget & Resource Management

- Assist in forecasting and managing the service desk budget.

- Ensure efficient allocation of resources and staffing.

Qualifications

- 15 years+ of experience working in IT support roles and minimum of 5 in a leadership position

- Proven experience managing a large service desk team in a complex environment.

- Certifications: ITIL Foundation (required), ITIL Intermediate or Manager level (preferred).

- Skills:

- Strong leadership and people management skills.

- Excellent communication and interpersonal abilities.

- Proficiency in ITSM tools and reporting.

- Analytical and problem-solving mindset.

- Strategic thinking and decision-making.

- Customer-centric approach.

- Ability to manage multiple priorities in a fast-paced environment.

- Continuous improvement mindset.