Job Description

As the Service Desk Manager, you will lead our frontline support operations and manage a team of service desk analysts and technicians. You will be responsible for ensuring the effective delivery of IT support services to our internal teams and clients, aligning with ITIL best practices and agreed SLAs. This role is critical in driving customer satisfaction, continuous improvement, and operational efficiency.

Key Responsibilities

Manage the daily operations of the Service Desk function, ensuring high-quality support delivery.

Lead, mentor, and develop a team of Level 1-2 support analysts.

Own and optimize service desk processes aligned with ITIL v4 best practices (Incident, Request Fulfillment, Problem, Knowledge, Access Management).

Monitor SLAs, KPIs, and service metrics to ensure performance targets are met or exceeded.

Act as the escalation point for complex or high-impact incidents and service requests.

Drive a customer-centric culture focused on service excellence and accountability.

Collaborate with ITSM Process Owners and technical teams to ensure seamless service integration.

Manage service reporting, dashboards, and continuous improvement initiatives.

Contribute to IT change advisory boards (CABs) and participate in root cause analysis for major incidents.

Manage relationships with external vendors and partners related to service delivery tools or outsourced support.

Ensure compliance with security, governance, and data privacy regulations.

Requirements

Essential:

Proven experience managing a Service Desk or IT support function in an ITSM environment.

Strong understanding and application of ITIL v3/v4 principles and processes.

Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar.

Demonstrable leadership, coaching, and performance management skills.

Strong analytical and reporting skills.

Excellent communication and stakeholder management capabilities.

Ability to work under pressure in a fast-paced, SLA-driven environment.

Desirable:

ITIL v4 Foundation (or higher) certification.

Experience with Knowledge Management and Self-Service Portals.

Familiarity with automation and AI in service desk operations.

Background in supporting hybrid cloud or modern workplace environments (M365, Azure, etc.).

Job Types: Full-time, Permanent

Work Location: In person