Service Desk Manager (SDM)

About the Role :

We’re seeking a skilled IT Service Desk Manager to lead Haass’s IT Service Desk

function. This role will oversee IT Service Desk support quality, drive service excellence,

and support team performance across our Service Desk operations. You’ll be responsible for

monitoring ticket quality, delivering actionable feedback, and partnering with leadership

across the business to improve support standards and customer satisfaction.

You will also provide guidance to a team of IT support staff while playing an active role in

coaching, mentoring, and operational oversight and process improvement.

Responsibilities :

• Team Leadership : Lead, mentor, and manage the IT Service Desk Team to ensure

optimal performance and professional growth.

and effective resolution of technical issues and requests.

incidents, and provide expert guidance and solutions.

operational efficiency to enhance service quality.

SaaS ecosystem to effectively support the team and users.

team metrics.

integration and support.

ensure adequate coverage and timely response to user requests. Coordinate shifts,

manage time-off requests, and balance workloads.

the Support Desk team — ensuring recruits have the right technical competency,

communication skills.

existing team members to enhance technical knowledge, customer service skills, and

compliance with ITSM best practices. Create SOPs, knowledge base articles, and

encourage continuous learning.

maintain API calls for integrations between service desk tools and enterprise

applications, ensuring seamless workflows and data accuracy.

Qualifications :

environment is mandatory.

management experience preferred.

practices (ServiceNow experience is a plus).

constructive feedback and guide performance improvement.

(SharePoint and Confluence are a plus).

About Hectae Analytics and Software Solutions (Haass.io) :

At Haass, we enable organizations to streamline and modernize their IT operations by

designing, implementing, and supporting tailored software solutions. As a Platinum

Freshworks Partner, we specialize in end-to-end implementation and optimization of

Freshworks products, IT service management (ITSM), and IT operations management for

global enterprises. Our focus areas include IT Service Desk transformation, IT Asset

Management, CRM implementations, and automation of enterprise workflows. We pride

ourselves on being a fast-paced, execution-driven team that delivers tangible outcomes to

clients across industries.