Service Desk Manager

Key Responsibilities:

• Lead and manage the Service Desk team to deliver excellent support services.
• Oversee daily operations including incident management, ticket handling, and SLA adherence.
• Ensure timely and effective resolution of technical issues and service requests.
• Develop, mentor, and motivate team members to improve performance and engagement.
• Implement ITIL best practices for service delivery and continuous improvement.
• Drive KPIs, CSAT, and operational performance metrics.
• Handle escalations and critical incidents efficiently.
• Collaborate with cross-functional teams including infrastructure, application support, and business stakeholders.

Required Skills & Qualifications:

• Bachelor's degree in IT, Computer Science, or related field (preferred).
• Proven experience as a Service Desk Manager or similar role.
• Minimum 8 years of experience in Service desk with 3+ years in a managerial role.
• Must have managed a team of at least 30 service desk agents.
• Strong understanding of ITIL processes (ITIL certification is a plus).
• Excellent communication, leadership, and interpersonal skills.
• Experience in ticketing tools such as ServiceNow, BMC Remedy, Jira, etc.
• Willingness to work in Night Shifts