Service Desk Manager

About the Role We are hiring a

Service Desk Manager

to join our company. The Service Desk Manager will lead and oversee the IT service desk operations, ensuring efficient support delivery, high customer satisfaction, and alignment with IT and business objectives. This position plays a vital role in IT incident management, problem resolution, process improvement, and continuous service optimization. Key Responsibilities Lead and manage the IT service desk team (analysts and technicians). Oversee day-to-day operations of the service desk, ensuring SLA and KPI compliance. Handle escalated technical issues and ensure timely resolution. Develop, implement, and optimize service desk processes aligned with ITIL best practices. Collaborate with other IT teams (infrastructure, systems, applications) to enhance service delivery. Maintain documentation, knowledge base, and troubleshooting guides. Drive continuous improvement initiatives, automation, and process innovation. Ensure compliance with IT policies, security protocols, and governance standards. Report regularly on service desk performance, incidents, and trends. Qualifications & Experience Bachelor’s degree in IT, Computer Science, or related field. 6+ years of IT service delivery / support experience, with proven leadership in managing service desk operations. Strong knowledge of IT Service Management (ITSM) and ITIL framework. Hands-on technical knowledge in IT systems, hardware, software, and networking. Experience managing vendors, SLAs, and IT assets. Excellent problem-solving, team leadership, and communication skills. Certifications such as ITIL Foundation, CompTIA A+ or similar are preferred. Benefits of Joining us Strategic managerial role with high visibility in IT operations. Opportunity to lead IT service excellence and transformation initiatives. Competitive salary and benefits package. Growth opportunities in a collaborative and dynamic environment.

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