About the role
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
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Strong understanding of ITIL Framework (Incident, Problem, Change, Request, Knowledge Management).
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Experience with ITSM tools such as:
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ServiceNow
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BMC Remedy
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Jira Service Management
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Freshservice
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Knowledge of:
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Windows Environment
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Microsoft 365
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Active Directory
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Exchange Online
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Endpoint Management Tools
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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.
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