ITSM Manager

IT helpdesk Leader, managing helpdesk for

IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi’s digital workplace. The role will oversee a 24×7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal.

The manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.

Key responsibilities

Service delivery and operational ownership

• Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.
• Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.
• Maintain clear ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.
• Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.

Team leadership and workforce management

• Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24×7 operations.
• Maintain effective shift handovers, healthy ticket queues and business continuity readiness.
• Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.

Performance and stakeholder management

• Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.
• Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.
• Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.

Knowledge, transition and continuous improvement

• Maintain SOPs, FAQs and knowledge articles, using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.
• Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.
• Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.

Experience And Qualifications Recommended hiring criteria, subject to HR approval.

• 10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
• Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.
• Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.
• Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.
• Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.
• Strong people management, stakeholder communication and analytical problem-solving skills.
• Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.

Preferred

• ITIL Foundation certification.
• Experience with service transitions, knowledge management and business continuity planning.
• Exposure to cloud telephony, IVR and support automation

Qualifications

• 10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
• Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.

Must have skills

• ITIL
• Workforce and shift planning
• IT service management
• ServiceNow and reporting
• Technical support knowledge
• SLA and performance management
• Customer and stakeholder communication
• Knowledge management and continuous improvement

Good to have skills

• Transition and operational readiness