IT Service Desk Manager

Description

• Manage, coach, and trains service desk staff to ensure effective troubleshooting, solution delivery, and customer service.
• Define and track service metrics (e.g., resolution time, customer satisfaction) to identify trends, root cause and areas for improvement.
• Develop and refine workflows, escalation rules, and service request classification schemes. Utilize new technologies such as AI to automate processes.
• Uses ITSM platforms (e.g., ServiceNow) to manage service lifecycles; ITIL-based service management practices to track SLAs, service availability, and business impact. Manage end-to-end service delivery, including incident, request, change, and knowledge management.
• Work closely with infrastructure, cybersecurity, and application teams to ensure seamless IT service delivery.
• Serve as the primary escalation point for severe or unique technical issues.
• Ensure adherence to IT policies, including incident management, change control, and access governance.

Requirements

• End-User Training
• ServiceNow or similar ITSM platforms
• Excellent communication, leadership, and problem-solving skills.
• Strong knowledge of help desk software, ITSM frameworks (e.g., ITIL), and performance metrics.
• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
• Technical Troubleshooting
• ITIL, HDI, or similar service management certifications. ( preferred)
• Minimum 5 years of experience in IT support, with at least 3 years in a supervisory or managerial role.
• Familiarity with cybersecurity protocols and identity access management tools (e.g., SailPoint)

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance