IT Service Desk Manager - Remote

Overview

The IT Service Desk Manager will oversee the delivery of world-class technical support across multiple client environments within a Managed Services framework. This role is both operational and strategic, responsible for managing a multi-tiered service desk team, ensuring SLA compliance, and driving continuous service improvement.

In Short

• Lead, mentor, and develop a multi-tiered service desk team (Level 1–3).
• Manage day-to-day service desk operations across multiple clients.
• Ensure compliance with SLAs, KPIs, and contractual obligations.
• Serve as the technical escalation point for Microsoft 365 and Azure-related issues.
• Act as a key point of contact for clients regarding service performance and escalations.
• Implement ITIL-based best practices for service management and documentation.
• Monitor and report on SLA compliance, response times, backlog, and CSAT.
• Administer and optimize MSP tools, including RMM, PSA, and ITSM systems.
• Collaborate with the technical team to maintain secure, stable client environments.

Requirements

• Experience in service desk management.
• Strong knowledge of Microsoft 365 and Azure.
• Familiarity with ITIL best practices.
• Excellent leadership and team management skills.
• Ability to manage client relationships effectively.
• Experience with ITSM tools and processes.
• Strong analytical and reporting skills.

Benefits

• Opportunity to work with a leading Managed Service Provider.
• Collaborative and results-driven culture.
• Professional growth and career advancement opportunities.
• Engagement in a forward-thinking global organisation.