Service Desk Manager

About the role

The Service Desk Manager will lead the IT support function, ensuring efficient technical services and strict SLA compliance. This role combines hands‑on technical expertise with people management to drive continuous improvement and secure IT operations.

Key responsibilities

• Lead and manage the IT support team, allocating workload, mentoring staff and conducting performance reviews.
• Monitor and enforce SLA compliance, producing regular performance reports and taking corrective actions when needed.
• Act as the escalation point for complex technical incidents, coordinating with specialized teams and vendors.
• Implement root‑cause analysis procedures and drive process improvements to prevent recurring issues.
• Maintain security compliance, oversee documentation and support IT initiatives and policy implementation.
• Control budgets and expenses, ensuring cost‑effective delivery of support services.

Required profile

• Proven ability to recruit, develop and manage high‑performing support staff, including handling low performers.
• Strong decision‑making skills with a proactive approach to problem anticipation and resolution.
• Experience in translating corporate goals into actionable business plans and monitoring their performance.
• Capability to design and evolve organizational structures, ensuring clear job descriptions and delegation matrices.

Required skills

• Data security and encryption tools/techniques
• Emerging network technologies
• Help desk technologies
• New technology research
• Production technical writing
• Technical tools and products
• Technology industry knowledge
• Technology platforms