IT Service Desk Manager
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Job Description
IT Service Desk Manager overseeing daily operations and ensuring timely, high-quality support for users. Blending team management and IT service management practices in a remote setup.
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
- Handle escalated incidents and high-priority issues
- Analyze metrics and customer feedback to identify trends, recurring problems, and improvement opportunities
- Collaborate with wider IT to support major incident handling
Requirements:
- Several years’ experience in a service desk or IT support environment
- Strong knowledge of IT service management practices and frameworks such as ITIL
- Broad technical understanding of end-user computing, networks, business applications, and common enterprise platforms
- Excellent communication, stakeholder management, and customer service skills
Benefits:
- Health insurance
- Paid time off
- Professional development
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