Service Desk Manager

About the role

We are looking for an experienced Service Desk Manager to lead our IT Service Desk operations. The role focuses on delivering high‑quality support, ensuring compliance with ITIL best practices, and driving continuous improvement across the service function.

Key responsibilities

• Manage daily Service Desk workflow, ensuring incidents and requests are prioritized and resolved within SLA targets.
• Monitor ticket queues, workload distribution, and escalation processes to maintain operational efficiency.
• Analyze incident trends, identify root causes, and implement permanent solutions.
• Develop and maintain the Service Desk knowledge base to improve first‑call resolution.
• Oversee adoption, administration, and optimization of Service Desk and ITSM tools.
• Design, implement, and govern ITSM workflows, service catalogs, and automation processes.
• Prepare operational reports, dashboards, and KPI monitoring for continuous improvement.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Proven experience managing a Service Desk or similar support function.
• Strong understanding of ITIL frameworks and ITSM governance.
• Excellent analytical and problem‑solving abilities.

Required skills

• ITIL best practices
• ITSM platforms and Service Desk tools
• Automation and workflow orchestration
• Cybersecurity requirements and compliance
• Knowledge‑base management