IT Service Desk Manager

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.
• Ensure effective incident and request management processes are followed.

Key Responsibilities:

• Manage 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.
• Coordinate communications during outages.

Main Duties:

• Oversee daily operation of the service desk and ticketing system.
• Ensure adherence to incident, request, and escalation procedures (aligned to ITIL).
• Line‑manage service desk staff (hiring, onboarding, coaching, performance management).