Manager, Service Desk

This role involves monitoring ticket queues, identifying trends, and ensuring end-to-end support for IT issues. The manager leads the service team during critical incidents, serves as an escalation point for complex technical problems, and acts as a key liaison between the Service Desk and clients. Responsibilities also include maintaining accurate documentation, generating performance reports, and conducting audits of Service Desk interactions.

Must Have

• Monitors the ticket queue allocation, execution and resolution status.
• Identifies recurring trends, difficult-to-resolve problems and potential issues.
• Ensures provision of end-to-end support to address identified and potential issues.
• Leads the service team during critical outages / incidents to minimize downtime and ensure prompt restoration of normal service levels.
• Serves as an escalation point for complex technical issues, coordinating with other IT teams to ensure effective resolution.
• Serves as a key liaison between the Service Desk and internal / external clients.
• Ensures timely communication with clients regarding service requests, incidents and outages.
• Ensures maintenance of accurate documentation of Service Desk procedures, troubleshooting steps and solutions.
• Generates reports on team performance, trends and key metrics.
• Conducts regular audits of Service Desk interactions and documentation.
• BA/BS degree.
• Generally 5-6 years’ of relevant experience.
• Minimum 3 years' managing service desk.
• ITIL certification required.

What success looks like in this role:

• Monitors the ticket queue allocation, execution and resolution status.
• Identifies recurring trends, difficult-to-resolve problems and potential issues concurrent with new system releases or hardware / software upgrades.
• Ensures provision of end-to-end support to address identified and potential issues.
• Leads the service team during critical outages / incidents to minimize downtime and ensure prompt restoration of normal service levels.
• Serves as an escalation point for complex technical issues, coordinating with other IT teams to ensure effective resolution.
• Serves as a key liaison between the Service Desk and internal / external clients.
• Ensures timely communication with clients regarding service requests, incidents and outages.
• Ensures maintenance of accurate documentation of Service Desk procedures, troubleshooting steps and solutions.
• Generates reports on team performance, trends and key metrics.
• Conducts regular audits of Service Desk interactions and documentation.

You will be successful in this role if you have:

• BA/BS degree
• Generally 5-6 years’ of relevant experience
• Minimum 3 years' managing service desk
• ITIL certification required