Service Desk Manager

Overview

We're seeking a skilled IT Service Desk Manager to lead Quest's global IT Service Desk function. This role will oversee IT Service Desk support quality, drive service excellence, and support team performance across our IT Service Desk. 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'll also provide daily guidance to a global team of Level 1 IT support staff while playing an active role in coaching and operational oversight.

Responsibilities

• Team Leadership : Lead, mentor, and manage the IT Service Desk Team to ensure optimal performance and professional growth.
• Service Management : Oversee daily service desk and service operations, ensuring timely and effective resolution of technical issues and requests.
• Customer Support : Serve as the escalation point for complex technical issues, incidents, and provide expert guidance and solutions.
• Process Improvement : Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
• Technical Expertise : Maintain up-to-date knowledge of company systems, software, and hardware to effectively support the team and users.
• Reporting : Generate regular reports on service performance, customer feedback, and team metrics.
• Collaboration : Work closely with other departments to ensure seamless service integration and support.
• Schedule Management : Develop and manage the help desk team's schedules to ensure adequate coverage and timely response to user requests. Coordinate shifts, manage time-off requests, and ensure balanced workloads.

Qualifications

7 +years of relaavnt experince should be mandatory

Strong leadership and team management skills, with a proven ability to deliver constructive feedback and guide performance improvement.

Company Overview

Quest Software builds the foundation for enterprise AI with solutions in data governance, cybersecurity, and platform modernization . More than 45,000 companies — including 90% of the Fortune 500 — trust Quest to solve their most critical IT challenges. From securing identities and modernizing platforms to preparing data for AI, we help enterprises unlock their full potential.

Why Quest

At Quest, Your Work Makes An Impact. You'll Help Organizations Get AI-ready While Building Your Career With a Global Team Of Innovators. We Offer

Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Come join us. For more information, visit us on the web at Quest Careers | Where next meets now. Join Quest.

Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com / careers using our applicant system. Note : We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com

Skills Required

Servicenow, Confluence, Sharepoint, ticketing systems