IT Service Desk Manager

Job Summary

A company is looking for an IT Service Desk Manager to oversee daily operations and ensure high-quality support for users.

Key Responsibilities

• Manage daily service desk operations, including ticket queue management and monitoring SLAs/KPIs
• Lead, coach, and develop service desk analysts through mentoring and performance reviews
• Handle escalated incidents and coordinate communications during outages

Required Qualifications

• Several years of experience in a service desk or IT support environment with team leadership experience
• Strong knowledge of IT service management practices, preferably with ITIL certifications
• Broad technical understanding of end user computing, networks, and business applications
• Experience in analyzing metrics and customer feedback for process improvement
• Ability to collaborate with wider IT teams for service improvements