Manager - Information Technology

Job Title
IT Manager - IT Help Desk / Service Desk
Role Summary
The IT Help Desk Manager is responsible for leading and managing the end-user IT support function, ensuring high availability, service quality, SLA compliance, and continuous improvement. The role owns ITIL service management processes, drives operational excellence, and enhances customer experience through automation, analytics, and proactive support.
Key Responsibilities
Service Management & Operations
Own and govern ITIL processes: Incident, Problem, Change, Service Request, Knowledge, Access, and Asset Management.

Manage Major Incidents (P1/P2) including coordination, communication, and resolution.

Ensure SLA/OLA compliance, service quality, and audit readiness.

Drive root cause analysis (RCA) and preventive actions to reduce recurring incidents.

Oversee 24 7 service desk operations, shift planning, and capacity management.

Leadership & People Management
Lead, mentor, and develop L1/L2/L3 support teams.

Set performance goals, monitor KPIs, and conduct regular reviews.

Foster a customer-centric and continuous-improvement culture.

Tools, Automation & Reporting
Own and optimize ITSM tools (ServiceNow / Remedy / Freshservice / Jira).

Drive self-service, automation, and AI-enabled support (chatbots, auto-triage, auto-resolution).

Analyze ticket trends and deliver operational dashboards and executive reports (MTTR, FCR, CSAT, backlog).

Stakeholder, Vendor & Financial Management
Act as the primary point of contact for business stakeholders.

Manage vendors, contracts, and SLA governance.

Support budgeting, cost optimization, and license/asset management.

Mandatory Skills & Competencies
ITSM / Process Skills
Incident Management (including Major Incident handling)

Problem Management (RCA, KEDB)

Change Management & CAB governance

Service Request & Knowledge Management

Service Level, Asset & Access Management

Technical & Operational Skills
End-User Computing (Windows/Mac, O365, VPN, mobility)

Active Directory, IAM fundamentals

ITSM tools & reporting

Audit, compliance, and risk awareness

Leadership & Behavioral Skills
Strong communication and stakeholder management

Decision-making under pressure

Analytical and data-driven mindset

Customer-experience focus

Qualifications & Experience
Bachelor s degree in IT, Computer Science, or related field

8-12 years of IT support experience with 3-5 years in a managerial role

ITIL v4 certification (mandatory or preferred)

Experience in enterprise or global service desk environments

Key KPIs
SLA compliance (%)

MTTR & FCR improvement

CSAT score

Incident recurrence reduction

Automation/self-service adoption