Service Desk Manager

Key Responsibilities:
- Own end-to-end service desk operations, ensuring adherence to SLAs, response times, and resolution targets across all support channels
- Lead, mentor, and manage a team of service desk analysts, team leads, and shift supervisors to ensure consistent operational performance
- Monitor ticket queues, escalations, and backlog trends, and drive corrective actions to maintain service quality
- Define and enforce service desk processes, workflows, and knowledge base standards in line with ITIL best practices
- Act as the primary escalation point for critical incidents, major outages, and high-priority end-user issues
- Track and report service desk KPIs including first-call resolution, average handle time, CSAT, and SLA compliance
- Manage resource planning, shift scheduling, and capacity forecasting to ensure adequate coverage across all support hours
- Drive continuous improvement initiatives including self-service adoption, automation, and knowledge base enhancement
- Conduct regular performance reviews, coaching sessions, and training programs for service desk staff
- Collaborate with infrastructure, application, and problem management teams to reduce recurring ticket volumes