Service Desk Manager

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.