IT Service Desk Manager

We are looking for an IT Service Desk Manager to oversee the day‑to‑day operations of the IT service desk to ensure users receive timely, high‑quality support and that service levels are consistently met. The role blends people management, IT service management best practices (often ITIL‑based), and continuous improvement of support processes.

Core purpose

• Lead the IT service desk function so incidents and service requests are logged, prioritized, and resolved within agreed SLAs while maintaining strong customer satisfaction.
  
• Act as the main escalation and communication point between end users, the service desk team, and other IT/service owners.
  

Key responsibilities

• Manage daily service desk operations, including ticket queue management, workload balancing, shift cover, and monitoring SLAs/KPIs.
  
• Lead, coach, and develop service desk analysts, including mentoring, performance reviews, and training plans to build both technical and customer service capability.
  
• Handle escalated incidents and high‑priority issues, coordinate communications during outages, and ensure effective incident and request management processes are followed.
  
• Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities, then drive changes to processes, tooling, or staffing.
  
• Collaborate with wider IT (e.g., infrastructure, applications, problem/change management) to support major incident handling, problem management, and service improvements.
  

Typical requirements

• Several years’ experience in a service desk or IT support environment, including prior team leadership or supervisory experience.
  
• Strong knowledge of IT service management practices and frameworks such as ITIL, often supported by ITIL Foundation or higher certifications.
  
• Broad technical understanding of end‑user computing, networks, business applications, and common enterprise platforms, sufficient to oversee troubleshooting and guide the team.
  
• Excellent communication, stakeholder management, and customer service skills, with the ability to manage expectations and resolve conflicts.
  

Main duties:

• Oversee daily operation of the service desk and ticketing system.
• Ensure adherence to incident, request, and escalation procedures (aligned to ITIL).
  
• Monitor and report on SLAs, KPIs, and customer satisfaction; implement improvements as needed.
  
• Line‑manage service desk staff (hiring, onboarding, coaching, performance management).
  
• Own or contribute to documentation, knowledge base, and standard operating procedures for support.