Service Desk Manager

About the Company

We are committed to providing exceptional IT services and support to our clients, fostering a culture of innovation and collaboration.

About the Role

The Service Desk Operations Lead will oversee day-to-day IT Service Desk and End User Support operations, ensuring adherence to SLAs, OLAs, and KPIs.

Responsibilities

• Lead day-to-day IT Service Desk and End User Support operations.
• Ensure adherence to SLAs, OLAs, and KPIs.
• Manage L1/L2 support teams across multiple locations.
• Oversee incident, service request, problem, and major incident management.
• Ensure timely ticket assignment, escalation, and resolution.
• Monitor queue health and workload distribution.
• Drive First Call Resolution (FCR) and minimize ticket aging.

Required Skills

• Provide support for desktops, laptops, thin clients, and mobile devices.
• Manage Windows, macOS, and mobile operating systems.
• Support Microsoft 365, Teams, Outlook, OneDrive, and collaboration tools.
• Handle printer, conferencing, and meeting room technologies.
• Coordinate VIP and Executive support.
• Ensure remote support for work-from-home users.

Preferred Skills

• Common Technologies:
• ITSM: ServiceNow, BMC, ManageEngine
• Endpoint Management: Microsoft Intune, ManageEngine Desktop Central
• Identity: Microsoft, Okta
• Security: Microsoft, Palo Alto Networks, Trellix
• Monitoring: Nanoheal/Nexthink

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and strive to create an environment where everyone feels valued and respected.