Job Description
Position Overview
The Manager, Service Desk is responsible for overseeing daily operations and team performance within the Service Desk and IT Operations environment. This role combines technical expertise with leadership responsibilities to ensure high-quality support services and team engagement.
Key Accountabilities
- Oversee scheduling and work allocation for Service Desk and IT Operations teams to ensure consistent coverage during business hours and after-hours support. Act as the subject matter expert and escalation point for complex questions or issues raised by team members or end-users. Escalate to the Senior Manager when necessary.
- Lead the alignment and ongoing improvement of Service Desk processes and procedures in accordance with ITIL-based ITSM best practices. Focus on optimizing incident, request, and change management workflows to enhance service delivery and ensure compliance.
- Monitor support services using end-us...