Service Desk Manager

Job Summary

A company is looking for a Service Desk Manager to oversee service desk operations and enhance user experience.

Key Responsibilities

• Oversee daily service desk operations, manage ticket flow, and ensure timely resolution of incidents and service requests
• Implement ITIL-aligned processes and governance to enhance service delivery and performance management
• Lead and develop service desk staff while promoting a culture of continuous improvement and accountability

Required Qualifications

• 5-8+ years in IT support/service management with at least 2 years in a leadership role
• Working knowledge of ITIL-aligned practices such as Incident and Request Management
• Bachelor's degree in information technology, Computer Science, or equivalent experience
• ITIL 4 Foundation certification preferred
• Experience with ITSM tools, particularly ServiceNow, and automation initiatives