DGM - Information Technology

Role & responsibilities

Service Desk & End User Support Operations

• Own and manage day-to-day operations of the IT Service Desk, including incident, request, and problem management.
• Ensure adherence to defined SLAs/OLAs for ticket response, resolution, and escalation.
• Monitor ticket queues, identify bottlenecks, and drive continuous improvement in turnaround time and first-call resolution rates.
• Oversee desktop/laptop support, hardware/software issue resolution, account and access management, and onsite/remote support delivery.

Team Leadership & People Management

• Lead, mentor, and manage service desk analysts, desktop support engineers, and shift supervisors.
• Plan staffing, shift rosters, and on-call coverage to ensure business hours (and after-hours, if applicable) support availability.
• Set individual and team performance goals; conduct regular reviews and coaching.
• Build a culture of accountability, ownership, and customer-first service.

Process & Governance

• Design, implement, and refine ITSM processes (incident, problem, change, request management) aligned with ITIL best practices.
• Maintain and improve the knowledge base, standard operating procedures (SOPs), and self-service resources.
• Ensure proper documentation, asset tracking, and configuration management for end-user devices.
• Drive compliance with IT security policies, data protection standards, and audit requirements.

Stakeholder & Vendor Management

• Act as the primary escalation point for critical incidents and major outages affecting end users.
• Liaise with cross-functional IT teams (infrastructure, network, applications, security) to resolve issues requiring specialized expertise.
• Manage relationships with hardware, software, and managed service vendors; oversee contracts, AMC renewals, and SLA compliance.
• Present regular performance dashboards, trend analysis, and improvement plans to senior leadership.

Continuous Improvement & Strategy

• Identify automation opportunities (e.g., self-service portals, chatbots, automated password resets) to reduce ticket volume and improve efficiency.
• Track and report key metrics: CSAT, ticket volume trends, MTTR, SLA compliance, and cost per ticket.
• Support IT asset lifecycle management, including procurement planning and refresh cycles for end-user devices.
• Contribute to budgeting and forecasting for the service desk and end-user support function.

Preferred candidate profile

• Bachelor's degree in Information Technology, Computer Science, or related field (Master's degree preferred).
• 1520+ years of overall IT experience, including significant experience in end-user support/service desk leadership roles.
• Proven experience managing a mid-to-large-sized service desk team (onsite, remote, or hybrid support models).
• Strong knowledge of ITIL framework; ITIL certification preferred.
• Hands-on familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy).
• Experience with Windows/Mac OS support, Active Directory, M365/Google Workspace administration, and basic networking troubleshooting.
• Demonstrated experience in SLA management, vendor management, and IT budgeting.