IT Service Desk Manager
Job Summary
Leading a global IT Service Desk operation, the hybrid IT Service Desk Manager will manage a team of over 20 analysts, ensuring service delivery excellence, SLA compliance, and continuous improvement while acting as the primary escalation point for critical incidents.
Key Responsibilities
- Oversee daily operations of the IT Service Desk, ensuring adherence to SLAs and effective incident management
- Manage and develop a team of Service Desk professionals through coaching, performance reviews, and engagement initiatives
- Serve as the primary operational interface for customer stakeholders, driving customer satisfaction and continuous improvement efforts
Required Qualifications
- 8-10 years of experience in IT Service Desk management or a related field
- Proficiency in ServiceNow or equivalent ITSM platforms
- Strong understanding of ITIL practices and incident management processes
- Experience with Microsoft 365, Windows, Active Directory, and Azure AD
- Demonstrated ability to lead teams and manage stakeholder relationships effectively
Complete Job Description
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