IT Service Desk Manager

About the role

The IT Service Desk Manager will lead ASMO’s service desk, ensuring end‑users receive prompt and effective technical support. You will be responsible for establishing processes, monitoring performance, and guiding a team of analysts and specialists.

Key responsibilities

• Oversee incident and service request handling, ensuring proper logging, categorisation, prioritisation and assignment.
• Define and track service‑desk metrics, analyse data, produce reports and present findings to senior leadership.
• Manage escalation procedures for complex or critical incidents.
• Evaluate, implement and maintain service‑desk tools such as ticketing systems, knowledge bases, remote‑support utilities, chatbots and self‑service portals, and train staff on their use.
• Document all service‑desk processes, conduct regular audits and drive continuous improvement.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field (required).
• Master’s degree preferred.
• ITIL Foundation certification or equivalent preferred.
• Excellent oral and written English proficiency.
• Minimum 9 years of experience in IT service management, including at least 3 years in a supervisory role.
• Strong background in IT Operations and Service Management.

Required skills

• ITIL Foundation
• Ticketing system administration
• Knowledge‑base platforms
• Remote‑support tools
• Chatbot integration
• Self‑service portal management