Job Summary
We are seeking an experienced Service Desk Manager with approximately 10 years of IT Service Desk/IT Support experience, including significant experience in leading and managing Service Desk operations. The role will be responsible for the overall delivery, performance, and continuous improvement of the Service Desk function, ensuring high-quality end-user support and achievement of agreed SLAs, KPIs, and customer satisfaction targets. The ideal candidate should have strong knowledge of ITIL/ITSM processes, Service Desk operations, workforce management, escalation management, and tools such as ServiceNow. The role requires strong leadership, analytical, customer-management, and communication skills, along with the ability to lead teams supporting users across multiple locations and time zones.
Key Responsibilities
Manage overall Service Desk operations, ensuring consistent and high-quality support across phone, email, chat, self-service, and other supported channels. Lead, mentor, and develop Service Desk Team Leads and Analysts, including resource planning, coaching, training, and capability development. Own and monitor key operational metrics including SLA compliance, First Contact Resolution (FCR), Average Handle Time (AHT), backlog, abandonment rate, ticket quality, and customer satisfaction (CSAT). Manage major escalations and critical service issues, coordinating with infrastructure, application, security, and other resolver groups for timely resolution. Conduct regular operational and service performance reviews, identify trends and recurring issues, and implement corrective and preventive actions. Drive continuous service improvement, including ticket reduction, shift-left opportunities, knowledge management, self-service adoption, automation, and process optimization. Ensure effective workforce and shift planning to maintain appropriate Service Desk coverage based on business and operational requirements. Work closely with customers, Service Delivery Managers, and internal stakeholders to review performance, address concerns, and improve the overall end-user experience. Ensure adherence to ITIL processes, organizational procedures, security requirements, and established Service Desk standards. Review dashboards and management reports and provide meaningful insights for weekly/monthly service reviews and customer governance meetings. Drive effective use and continuous improvement of knowledge articles, SOPs, troubleshooting guides, and standard operating procedures. Support hiring, onboarding, succession planning, and competency development to maintain a skilled and stable Service Desk organization. Collaborate with automation and technology teams to identify opportunities for self-service, workflow automation, virtual agents, and AI-enabled support. Manage operational risks, dependencies, and improvement actions, ensuring appropriate tracking and stakeholder communication.
Skill Requirements
Strong experience in Service Desk management, IT support operations, and end-user service delivery. Strong understanding of ITIL/ITSM practices, including Incident, Request, Problem, Change, Knowledge, and Service Level Management. Hands-on knowledge of ServiceNow or similar ITSM platforms and Service Desk reporting capabilities. Good understanding of enterprise end-user technologies such as Windows, Microsoft 365, Active Directory/Microsoft Entra ID, VPN, remote access, endpoint management, and collaboration tools. Strong knowledge of Service Desk operational metrics including SLA, KPI, FCR, AHT, CSAT, backlog, abandonment rate, and ticket quality. Proven people leadership and team-management skills, including coaching, mentoring, workforce planning, and capability development. Strong customer and stakeholder management skills, with the ability to manage escalations and communicate effectively with senior stakeholders. Strong analytical and problem-solving abilities, with experience using operational data to identify service improvement opportunities. Good understanding of Knowledge Management, shift-left, self-service, and automation concepts within a Service Desk environment. Strong communication, presentation, negotiation, and interpersonal skills. Experience managing a 24x7 and/or global Service Desk environment would be advantageous. Ability to work effectively in a fast-paced environment and manage multiple operational priorities and escalations. ITIL Foundation certification is preferred. ITIL Managing Professional, ServiceNow, Microsoft, or relevant service-management certifications would be an added advantage.
Other Requirements
NA