Service Desk Manager

• Education
• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or a related field.

Experience

• Minimum of 1-3 years of experience in IT Service Desk, Technical Support, or IT Operations.
• At least 2 years of supervisory or managerial experience.
• Experience managing Service Level Agreements (SLAs), incident management, and escalation processes.
• Experience with ticketing systems and IT Service Management (ITSM) tools.

Skills and Competencies

• Strong leadership and people management skills.
• Excellent customer service orientation.
• Strong problem-solving and decision-making abilities.
• Knowledge of IT infrastructure, networks, hardware, software, and cloud services.
• Excellent communication and interpersonal skills.
• Ability to analyze reports, trends, and performance metrics.
• Project and resource management skills.
• ITIL Certification
• Microsoft, Cisco, CompTIA, or other relevant technical certifications are an advantage.

Job Responsibilities1. Service Desk Operations Management

• Oversee daily Service Desk operations and ensure timely resolution of incidents and service requests.
• Monitor ticket queues and ensure adherence to established SLAs.
• Manage incident escalation procedures and coordinate with technical teams for resolution.
• Ensure uninterrupted service delivery and operational continuity.

2. Team Leadership and Supervision

• Lead, coach, and develop Service Desk staff.
• Monitor employee performance, attendance, and productivity.
• Conduct regular performance reviews and training sessions.
• Assign workloads and manage staff schedules to ensure adequate coverage.

3. Customer Service Management

• Ensure high levels of customer satisfaction.
• Address customer complaints and complex support issues.
• Build strong relationships with internal and external stakeholders.
• Promote a customer-focused service culture.

4. Performance Monitoring and Reporting

• Track and analyze Service Desk performance metrics.
• Generate operational reports and management dashboards.
• Review trends and identify opportunities for process improvement.
• Ensure achievement of departmental KPIs and service targets.

5. Process Improvement and Compliance

• Develop and maintain Service Desk policies, procedures, and documentation.
• Ensure compliance with IT governance and security standards.
• Implement best practices based on ITIL or industry standards.
• Continuously improve service quality and operational efficiency. [XYMTSV.JD | PDF], [Service De...ator (SDC) | PDF]

6. Resource and Vendor Management

• Manage Service Desk tools, software, and support resources.
• Coordinate with vendors and service providers when necessary.
• Assist in budgeting and forecasting Service Desk requirements.
• Monitor technology assets and support infrastructure.

Key Performance Indicators (KPIs)

• SLA Compliance Rate
• First Call Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• Ticket Backlog Volume
• Team Productivity and Utilization
• Service Quality Rating

Job Types: Full-time, Permanent

Education:

• Bachelor's (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person