IT Service Desk Manager - Remote

Overview

We are looking for an IT Service Desk Manager to oversee the day‑to‑day operations of the IT service desk to ensure users receive timely, high‑quality support and that service levels are consistently met. The role blends people management, IT service management best practices (often ITIL‑based), and continuous improvement of support processes.

In Short

• Lead the IT service desk function to ensure incidents and service requests are resolved within agreed SLAs.
• Act as the main escalation and communication point between end users and the service desk team.
• Manage daily service desk operations and workload balancing.
• Coach and develop service desk analysts through mentoring and performance reviews.
• Handle escalated incidents and coordinate communications during outages.
• Analyze metrics and customer feedback for improvement opportunities.
• Collaborate with wider IT for major incident handling and service improvements.
• Ensure adherence to incident and escalation procedures aligned to ITIL.
• Monitor and report on SLAs, KPIs, and customer satisfaction.
• Own or contribute to documentation and knowledge base for support.

Requirements

• Several years’ experience in a service desk or IT support environment.
• Strong knowledge of IT service management practices and ITIL certifications.
• Broad technical understanding of end‑user computing and networks.
• Excellent communication and customer service skills.

Benefits

• Opportunity to lead and develop a team.
• Work in a dynamic IT environment.
• Contribute to service improvements and customer satisfaction.