Service Desk Manager

Summary

As the Service Manager - Service Desk, you will act as the key technical contact for all Service Desk escalations and support delivery. You will be aligned with the client's Technology Infrastructure team - bringing values of excellence, accountability, and service-first thinking to the forefront.

Key Responsibilities

Serve as the subject matter expert and escalation point for all remote IT support activities involving Network, Audio-Visual (AV), Print services, and Telephony infrastructure.

Manage the lifecycle of service requests within SLA parameters, including documentation, tracking, escalation, and status updates.

Provide Tier 2 escalation support for Remote Building Technology issues.

Troubleshoot and resolve network issues (e.g. VLAN, SSID, IP allocation), AV hardware / software, and enterprise print systems like Everyone Print.

Collaborate closely with internal and external support teams to escalate issues as required, ensuring resolution within OLA / SLA timelines.

Support onboarding and integration of vendor teams to ensure a seamless support experience for end users.

Contribute to client-aligned IT projects and ensure successful execution as per scope and training.

Create, update, and maintain knowledge base articles, SOPs, and process documentation.

Who We're Looking For

Minimum of 3 years&apos experience in Service Desk or IT support leadership or equivalent, ideally in a global / multi-location environment.

Bachelor&aposs degree in information technology, Computer Science, or related field.

Strong interpersonal, communication, and stakeholder management skills.

Comfortable working in dynamic, evolving environments with a proactive and analytical mindset.

Knowledge of ITIL processes and a commitment to high-quality service delivery.

Flexibility to work outside regular hours during planned maintenance, outages, or escalated incidents including weekends and holidays.

Preferred Experience and Certifications

Hands-on experience with network technologies and wireless vendors such as Cisco, Ruckus, or Mist.

Familiarity with network monitoring tools like Zabbix, SolarWinds, or LogicMonitor.

Exposure to automation tools and scripting is a plus.

Certifications preferred :

JunOS, Cisco IOS, or Ruckus product proficiency

ITIL Foundation v3 or v4

Valid Network Fundamentals certificate

Working knowledge of Salesforce and Jira

Show more

Show less

Skills Required

Scripting, Salesforce, print services, ruckus , Network Technologies, Jira, Zabbix, Solarwinds, Automation Tools, Cisco, Itil Processes, Logicmonitor