Service Desk Team Manager

Role Purpose:

We are seeking a proactive and experienced IT Service Desk Team Manager to lead

and manage our IT Service Desk team. The ideal candidate will be responsible for

ensuring high-quality service delivery, efficient incident and request management, and

continuous improvement of service desk operations. This role demands strong

leadership, customer service orientation, and technical knowledge to maintain

operational excellence and align with ITIL best practices.

At this level, the jobholder will manage a small to medium team and coordinate activities

to ensure achievement of customer satisfaction, financial, operational and human

resources goals. At this level jobholders will also apply specialist skills and knowledge

relating to a particular discipline, profession, or function. This will include analysis and

interpretation of information and the provision of information to clients & internal

departments and management.

Skills/Experience:

Team Leadership & Management:

• Lead, mentor, and develop the IT Service Desk team to ensure high performance and engagement.
• Manage scheduling, workload distribution, and resource planning to meet service

level agreements (SLAs).

• Conduct regular performance reviews, set KPIs, and implement development

plans for team members.

Service Desk Operations:

• Oversee day-to-day service desk operations, ensuring timely resolution of

incidents, service requests, and escalations.

• Monitor and manage SLAs, KPIs, and customer satisfaction metrics, ensuring

continuous improvement.

• Ensure accurate documentation, ticket management, and adherence to ITIL

processes.

Customer & Stakeholder Engagement:

• Act as the primary escalation point for major incidents and complex service

issues.

• Build and maintain strong relationships with internal stakeholders, customers,

and third-party vendors.

• Conduct regular service reviews and gather feedback to improve service delivery.

Process Improvement & Governance:

• Drive process improvements to enhance efficiency and effectiveness of the

service desk.

• Collaborate with Problem, Change, and Incident Management teams to ensure

seamless ITSM integration.

• Maintain compliance with company policies, security standards, and regulatory

requirements.

Training & Knowledge Management:

• Ensure the team is trained on the latest tools, technologies, and support

procedures.

• Oversee the development and maintenance of a comprehensive knowledge base

for first-time issue resolution.

Qualifications & Skills:

Education:

• Bachelor's degree in Computer Science, Information Technology, or a

related field.

• ITIL Foundation certification (ITIL Intermediate or Expert is a plus).

Experience:

• 2 years in a managerial or team lead capacity.
• Proven experience managing high-performing service desk teams in a

fast-paced environment.

Skills & Competencies:

• Strong understanding of ITSM frameworks (ITIL) and service desk tools

(e.g., ServiceNow, JIRA).

• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving skills and ability to manage high-pressure

situations.

• Customer-focused mindset with a passion for service excellence.
• Knowledge of KPI tracking, reporting, and continuous improvement

initiatives.

Preferred Qualifications:

• Experience managing service desks across multiple regions or time zones.
• Exposure to cloud services, remote support tools, and modern workplace

environments.