Service Desk Manager

Skills :

Service Desk Operations, ITIL Framework, Microsoft 365, Managed Services, IT Service Management, Team Leadership, SLA Management, Technical Support,

Experience

8 - 10+ years of IT experience, including 3+ years in service desk, support management, or service delivery leadership roles

Responsibilities (includes All Tasks)

• Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.
• Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).
• Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics
• Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.
• Champion ITIL-aligned processes for incident, request, change, and knowledge management.
• Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.
• Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.
• Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.
• Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).

Technical Skills / Competencies

MANDATORY

Soft Skills

MANDATORY

Skills Required

It Service Management, Microsoft 365, Itil Framework, Managed Services, Technical Support, Team Leadership, Sla Management