IT Service Desk Manager

Work Location: For Deployment in Vietnam!

About the role

We are looking for an experienced IT Service Desk Manager to lead a 24x7 global service desk team of approximately 28-30 members, supporting internal employees across multiple regions.

Key responsibilities

• Manage day-to-day service desk operations across shifts (8-9 engineers per shift), including ticket backlog, SLA compliance, and shift handovers.
• Own Major Incident (P1/P2/P3) management end-to-end, from triage and escalation through stakeholder communication and resolution.
• Monitor KPIs and conduct Operational Review Meetings; drive data-driven improvements through ticket trend analysis.
• Build and maintain runbooks, knowledge bases, and training programs for the team.
• Lead recruitment, onboarding, and skill development for service desk engineers.
• Champion Shift Left initiatives by identifying tasks from Domain Teams (Network, Security, and Storage) that can be absorbed by the Service Desk.
• Collaborate with technical teams (Network, Infrastructure, and Security) and third-party vendors such as Microsoft.

About you

• 5+ years of experience in IT Service Desk, including at least 2 years in a team lead or manager role.
• Solid ITIL knowledge covering Incident Management, Problem Management, and Change Management.
• Hands-on experience with SSO and authentication tools such as Okta and Microsoft Authenticator, plus contact center platforms such as 8x8.
• Familiarity with ticketing tools such as Jira, ServiceNow, or equivalent; automation experience is a plus.
• Strong understanding of DNS, firewall, and Windows environments for L1/L2 troubleshooting oversight.
• Proven ability to manage major incidents, coordinate across teams, and communicate clearly with stakeholders.
• Experience defining SLA targets, tracking performance metrics, and running continuous improvement cycles.