Service Desk Manager

The ideal candidate will have strong leadership skills, technical proficiency in Microsoft solutions, and a commitment to improving IT service delivery.

Key Responsibilities:

• Oversee the day-to-day operations of the IT Service Desk, ensuring timely and effective support for end-users.
• Manage and mentor a team of service desk analysts and engineers, fostering a customer-focused culture.
• Develop and implement best practices, policies, and procedures to improve service efficiency.
• Ensure SLAs and KPIs are met for incident resolution and service requests.
• Provide hands-on support and troubleshooting for Microsoft 365, Windows OS, Active Directory, Azure, and other Microsoft enterprise solutions.
• Collaborate with IT teams to escalate and resolve complex technical issues.
• Maintain and enhance the ITSM (IT Service Management) platform for ticketing and reporting.
• Identify areas for service improvement and drive automation initiatives where possible.
• Coordinate software/hardware deployments, updates, and security patches.
• Ensure compliance with company policies, cybersecurity guidelines, and industry standards.
• Provide regular reports and insights on service desk performance and user satisfaction.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5+ years of IT service desk or technical support experience, with at least 2+ years in a managerial role.
• Expertise in Microsoft technologies, including Microsoft 365, Windows Server, Azure, Active Directory, and Intune.
• Strong knowledge of ITIL frameworks and IT Service Management best practices.
• Experience with ITSM tools such as ServiceNow, Jira Service Desk, or similar.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and leadership abilities, with experience managing support teams.
• Ability to work under pressure and manage multiple priorities effectively.

Preferred Qualifications:

• ITIL v3/v4 certification.
• Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator, or similar).
• Experience with automation and scripting (PowerShell, etc.).
• Knowledge of cybersecurity principles and compliance frameworks.