IT Service Desk Operations Manager

About This Role

Leading and managing a team of technical support engineers to ensure exceptional customer service is the core of this role. The IT Service Desk Operations Manager will oversee 24x7 shift operations, manage incident and request fulfillment, and apply analytical thinking to improve service metrics. The position suits a professional with strong leadership and problem-solving skills in IT support.

Responsibilities

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service
• Lead and oversee 24x7 shift operations, ensuring optimal staffing, workload distribution, roster management and timely responses to customer inquiries as per defined SLAs
• Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective problem resolution
• Develop, implement, and enforce Standard Operating Procedures (SOPs) to maintain consistent service quality and Standards Compliance
• Conduct Problem Analysis to identify root causes of recurring issues and implement preventative measures
• Collaborate with Cross-Functional Teams and External Partners to ensure seamless service delivery and support for integrated systems
• Manage Service Desk operations, including incident management, request fulfillment
• Communicate effectively with Customers, providing clear updates and managing expectations
• Apply Analytical Thinking to evaluate service metrics, identify trends, and recommend improvements
• Ensure adherence to all relevant Management Process guidelines and company policies

Requirements

• Bachelor's degree in computer science, computer Engineering, related field, or equivalent experience
• 10+ years of experience with a minimum of 6 years of relevant experience in Leading Service Desk and IT Support operations
• Proven experience in incident and request management, with strong adherence to SLAs and operational metrics
• Demonstrated ability to support or lead a team of service desk analysts, including mentoring, coaching, or serving as an SME/Lead
• Strong understanding of ITIL processes & frameworks, including Incident, Request, and Escalation Management
• Familiarity with IT Service Management (ITSM) frameworks and process methodologies
• Willingness to work in night shifts/flexible hours to lead and manage shift operations 24X7
• Proven track record in delivering high quality, productivity, and customer experience outcomes
• Strong communication, collaboration, and stakeholder management skills
• Experience in service desk or IT support leadership roles
• Solid understanding of operations management principles