Datavail Infotech - Service Desk Manager

Role Overview :

The Service Desk Manager will lead the IT Service Desk function, ensuring operational excellence, continuous improvement, and superior end-user support. This role will oversee all Level 1 and Level 2 support teams, manage ServiceNow ITSM modules, and act as the key owner of incident management, request fulfillment, knowledge management, and problem management. The Service Desk Manager will also establish best practices, implement automation where possible, and drive metrics-driven service delivery to achieve business outcomes.

Key Responsibilities :

Service Delivery & Operations Management :

• Own and manage the Incident Management, Major Incident Management, Request Fulfillment, Knowledge Base, and Problem

Management processes in ServiceNow.

Team Leadership & Development :

Process & Continuous Improvement :

Performance Measurement & Reporting :

Stakeholder & Vendor Management :

Required Skills & Competencies :

(ref : hirist.tech)