Job Description
Job Description
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, ment...
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, ment...
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