Service Desk Manager

Overview

We are seeking a seasoned and strategic Service Desk Manager to lead our IT Service Desk operations with a focus on delivering exceptional service, operational excellence, and unparalleled customer satisfaction. In this pivotal role, you will be responsible for overseeing incident management, ITSM governance, performance optimization, and continuous service improvement initiatives. Your leadership will ensure strict adherence to ITIL best practices and enterprise IT service standards, driving efficiency and reliability across all service delivery channels.

Key Responsibilities

Service Desk Operations Leadership

As the Service Desk Manager, you will take charge of the daily operations of our Service Desk, ensuring streamlined workflows and consistently high-quality service delivery. You will oversee the assignment, prioritization, and resolution of incidents and service requests in alignment with established Service Level Agreements (SLAs). Your responsibilities will include monitoring ticket queues, workload distribution, and escalation processes to maintain peak operational efficiency. By analyzing incident trends and recurring issues, you will identify root causes and implement sustainable solutions to prevent recurrence. Additionally, you will develop and maintain a comprehensive Service Desk knowledge base to enhance first-call resolution rates and empower users through self-service capabilities. Collaboration with infrastructure, applications, cybersecurity, and support teams will be essential to resolve complex technical challenges efficiently.

Tool Utilization & Service Management

You will play a critical role in the adoption, administration, and optimization of Service Desk and ITSM tools, ensuring they are fully leveraged to support business objectives. Working closely with technical teams, you will integrate and optimize these tools to enhance operational efficiency and service delivery. Responsibilities include maintaining, upgrading, and configuring Service Desk platforms to meet evolving business needs. You will evaluate and implement emerging technologies and automation solutions to drive continuous improvement in Service Desk operations. Your expertise will be instrumental in maximizing the utilization of ITSM platform capabilities and service automation features to deliver measurable business value.

ITSM Governance & Strategic Alignment

This role requires ownership of the organization’s IT Service Management (ITSM) platform and operational processes. You will design, implement, and optimize ITSM workflows, service catalogs, automation, and approval processes to align with business requirements. Collaboration with platform vendors will be necessary to enhance ITSM capabilities and implement industry best practices. Your ability to translate complex business requirements into scalable ITSM solutions will be vital, while ensuring strict adherence to ITIL best practices, cybersecurity standards, and organizational governance frameworks. You will manage multi-tenant ITSM environments, including workflow orchestration, tenant segregation, role-based access control, and centralized governance to maintain security and compliance.

Reporting & Continuous Improvement

You will prepare accurate operational reports, dashboards, and management summaries to provide clear visibility into Service Desk performance. Monitoring operational KPIs will enable you to recommend data-driven service improvements and support continuous service improvement initiatives. Ensuring the timely publication of departmental reports with the highest levels of accuracy will be a key responsibility. You will maintain comprehensive documentation, operational procedures, and governance records to support compliance and operational excellence.

Qualifications & Experience

Education & Certifications

• 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.

Professional Experience

• Minimum of 10 years of progressive experience in Service Desk Management, IT Support, or IT Operations leadership.
• Proven track record managing enterprise ITSM platforms and Service Desk operations at scale.
• Strong background in IT Service Management (ITSM) principles and ITIL best practices.

Technical & Leadership Skills

• Expertise in ITSM frameworks, particularly ITIL, with hands-on experience in Incident, Problem, Change, Request, and Knowledge Management processes.
• Experience with enterprise ITSM platforms such as ServiceNow, ManageEngine, BMC Remedy, Jira Service Management, or equivalent.
• Proven ability to manage Service Desk KPIs, SLA compliance, operational reporting, and customer satisfaction metrics.
• Hands-on experience with workflow automation, service catalog management, and ITSM governance.
• Strong leadership skills with the ability to drive operational excellence and continuous improvement initiatives.
• Experience managing multi-tenant ITSM environments, including workflow orchestration and role-based access control.