Service Desk Manager/IT Service Desk Manager

Position Summary:

We are seeking a seasoned Service Manager – Service Desk to lead end-to-end Service Desk operations, ensuring exceptional customer experience, SLA compliance, and operational excellence. This role demands strong leadership, ITIL/ITSM governance expertise, and strategic vision to drive Shift-Left and Shift-Right initiatives, automation, and continuous improvement. The position also includes Disaster Recovery (DR) planning and execution, major incident management, and cross-functional collaboration.

Key Responsibilities:

Governance & Compliance

• Ensure Service Desk processes meet internal and external audit requirements.
• Enforce security, compliance, and data privacy standards across all Service Desk activities.
• Maintain compliance reporting and audit trails for ITSM processes.

People & Culture

• Maintain adequate staffing for peak loads, holidays, and on-call rotations.
• Drive continuous skill development (technical and soft skills).
• Handle performance management, including underperformance and disciplinary actions.
• Ensure daily reporting and analysis of past 24-hour performance.
• Forecast ticket volumes and plan resource capacity.

Technology & Innovation

• Own Service Desk tools, ticketing systems, and integrations.
• Call Management System: Own and manage the call management platform, including configuration changes and enhancements.
• Identify and implement automation/self-service opportunities.
• Lead Shift-Left/Shift-Right initiatives to reduce ticket volume and improve proactive support.
• Plan and coordinate tool upgrades and integrations.

ITSM & Process Excellence

• Drive ITSM process governance for Incident, Request, Problem, and Change Management.
• Conduct regular reviews and improvements in Knowledge Management processes.
• Analyze operational data and provide recommendations for process improvement and trend-based actions.

Business Continuity

• Plan, execute, and document DR drills; initiate DR actions during outages.
• Act as Incident Manager during critical outages, including stakeholder communication.
• Drive root cause analysis and permanent fixes for recurring issues.

Customer Experience

• Own CSAT metrics and remediation plans.
• Prepare and present dashboards and service reviews to leadership.
• Ensure proactive communication during major incidents and outages.

Financial & Vendor Management

• Manage Service Desk operational budget and cost optimization.
• Govern vendor SLAs, contracts, and performance reviews (QBRs).

Workplace Expectations

• Mandatory 5 days in office presence.
• Available for escalations during off-hours and weekends when required.

Strategic Alignment

• Drive continuous improvement and process maturity.
• Collaborate with EUC, Security, Network, and Application teams for seamless service delivery.
• Ensure Service Desk readiness for change management and releases impacting end-user services.

Qualifications

• Education: Bachelor’s degree in IT or equivalent experience.
• Experience: 12–15 years in IT with proven Service Desk leadership experience.
• Certifications: ITIL preferred; Microsoft/VDI certifications a plus.
• Skills: Strong ITSM knowledge, KPI management, stakeholder communication, and crisis handling.

KPIs

• All contractual Service Desk SLAs including First Contact Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Abandon Rate, etc.
• Knowledge base utilization and improvement metrics.
• Compliance and audit readiness scores.

Coverage

• Work Model: Onsite (5 days/week).
• Hours: Business hours with on-call rotation or 24×7 coverage.

Note: This role includes operational, strategic, and crisis management responsibilities. Additional duties may be assigned as business needs evolve.

Job Type: Contract

Experience:

• IT service management: 2 years (Required)
• ITIL: 4 years (Required)
• Service Desk Manager: 10 years (Required)
• SLA: 1 year (Required)
• SERVICE MANAGER: 10 years (Required)
• KPI: 2 years (Required)

Work Location: On the road