IT Service Desk Manager

Lead and oversee IT support operations across multiple clients. This role requires a highly organized and customer-focused leader with experience in managing IT service desks within a Managed Service Provider (MSP) or a multi-client environment. The ideal candidate will ensure efficient incident resolution, service delivery, and continuous improvement, meeting Service Level Agreements (SLAs) for diverse clients.

Key Responsibilities:

Multi-Client IT Service Desk Operations:

• Manage and oversee IT service desk operations for multiple clients, ensuring SLAs and KPIs are consistently met.
• Prioritize and assign tickets based on impact, urgency, and contractual agreements.
• Ensure seamless communication and coordination between internal teams and client representatives.
• Maintain a centralized service desk system, ensuring proper documentation of incidents and resolutions.
• Implement ITIL best practices for incident, problem, and change management. Client Relationship Management:
• Act as the primary point of contact for client escalations and service reviews.
• Conduct regular client meetings to discuss service performance, improvements, and upcoming IT needs.
• Develop and maintain strong relationships with key stakeholders in each client organization.
• Identify opportunities for additional service offerings based on client needs. Team Leadership & Development:
• Lead and mentor a team of service desk analysts and technicians.
• Provide training, coaching, and professional development to ensure high performance.
• Foster a culture of customer service excellence and continuous improvement.
• Manage workforce planning to ensure adequate coverage for all clients. Process Improvement & Reporting:
• Analyze service desk performance metrics and generate reports for internal and client stakeholders.
• Identify trends in incidents and recommend proactive measures to reduce recurring issues.
• Implement automation and self-service solutions to enhance efficiency.
• Drive continuous process improvement initiatives to optimize service delivery.

Requirements:

• Education: Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Experience: Minimum 5 years in IT support, with 2 years in a service desk management role in an MSP or multi-client environment.
• Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL v3/v4).
• Hands-on experience with IT service desk tools (e.g., ServiceNow, BMC Helix, etc).
• Proven ability to manage SLAs and ensure consistent service delivery across multiple clients.
• Excellent troubleshooting skills and technical knowledge of IT infrastructure, software, and networking.
• Strong communication and relationship-building skills to manage multiple stakeholders.
• ITIL v3/v4 Foundation or higher certification.
• Cloud computing experience, including administration of Microsoft Azure, AWS, or Google Cloud.
• Certifications such as Microsoft Certified: Azure Administrator Associate (AZ-104), AWS Certified Solutions Architect, or Google Cloud Associate Engineer are a plus.