Service Desk Manager

Job Summary:

We are looking for a Service Desk Manager to lead and oversee IT support operations across multiple clients. This role requires a highly organized and customer-focused leader with experience in managing IT service desks within a Managed Service Provider (MSP) or a multi-client environment. The ideal candidate will ensure efficient incident resolution, service delivery, and continuous improvement, meeting Service Level Agreements (SLAs) for diverse clients.

Key Responsibilities:

1. Multi-Client IT Service Desk Operations:
   • Manage and oversee IT service desk operations for multiple clients, ensuring SLAs and KPIs are consistently met.
   • Prioritize and assign tickets based on impact, urgency, and contractual agreements.
   • Ensure seamless communication and coordination between internal teams and client representatives.
   • Maintain a centralized service desk system, ensuring proper documentation of incidents and resolutions.
   • Implement ITIL best practices for incident, problem, and change management.
2. Client Relationship Management:
   • Act as the primary point of contact for client escalations and service reviews.
   • Conduct regular client meetings to discuss service performance, improvements, and upcoming IT needs.
   • Develop and maintain strong relationships with key stakeholders in each client organization.
   • Identify opportunities for additional service offerings based on client needs.
3. Team Leadership & Development:
   • Lead and mentor a team of service desk analysts and technicians.
   • Provide training, coaching, and professional development to ensure high performance.
   • Foster a culture of customer service excellence and continuous improvement.
   • Manage workforce planning to ensure adequate coverage for all clients.
4. Process Improvement & Reporting:
   • Analyze service desk performance metrics and generate reports for internal and client stakeholders.
   • Identify trends in incidents and recommend proactive measures to reduce recurring issues.
   • Implement automation and self-service solutions to enhance efficiency.
   • Drive continuous process improvement initiatives to optimize service delivery.

Required Skills & Qualifications:

1. Education: Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
2. Experience: Minimum 5+ years in IT support, with 2+ years in a service desk management role in an MSP or multi-client environment.
3. Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL v3/v4).
4. Hands-on experience with IT service desk tools (e.g., ServiceNow, BMC Helix, etc).
5. Proven ability to manage SLAs and ensure consistent service delivery across multiple clients.
6. Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking.
7. Strong communication and relationship-building skills to manage multiple stakeholders.
8. ITIL v3/v4 Foundation or higher certification.
9. Cloud computing experience, including administration of Microsoft Azure, AWS, or Google Cloud. Certifications such as Microsoft Certified: Azure Administrator Associate (AZ-104), AWS Certified Solutions Architect, or Google Cloud Associate Engineer are a plus.