IT Service Desk Manager

Job Summary

A company is looking for a Manager, IT Service Desk to lead the planning and operations of their Service Desk team.

Key Responsibilities

• Lead and develop a high-performing Service Desk team to ensure quality customer service
• Hire, train, and evaluate staff while managing performance and attendance issues
• Establish ITIL-aligned processes and ensure effective incident management and escalation

Required Qualifications

• Experience in managing IT Service Desk operations
• Knowledge of ITIL best practices
• Proven track record in team leadership and development
• Ability to analyze operational risks and implement corrective actions
• Familiarity with budget management and IT security protocols