IT Service Desk Manager

About the role

The IT Service Desk Manager leads ASMO’s help‑desk operations, ensuring end‑users receive prompt, effective technical support. This role defines processes, drives performance metrics, and oversees a team of analysts and specialists delivering workplace and business IT solutions.

Key responsibilities

• Manage the intake, logging, categorisation, prioritisation and assignment of all IT incidents and service requests.
• Define, track and report service‑desk metrics, presenting insights to senior leadership and driving continuous improvement.
• Oversee incident escalation procedures to ensure critical issues reach the appropriate support tiers swiftly.
• Evaluate, implement and maintain service‑desk tools such as ticketing platforms, knowledge bases, remote‑support utilities, chatbots and self‑service portals.
• Ensure all service‑desk processes are fully documented, regularly audited and continuously refined.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field (required).
• Master’s degree in a related discipline (preferred).
• ITIL Foundation certification (preferred) and strong English communication skills.
• At least 9 years of experience in IT operations, with a minimum of 3 years in a supervisory or managerial role.

Required skills

• ITIL Foundation
• Ticketing systems
• Knowledge‑base management
• Remote‑support tools
• Chatbot platforms
• Self‑service portals