Track Lead - Program & Project Management

About the role

We are seeking an experienced Service Desk Manager with approximately 10 years of IT Service Desk/IT Support experience, including significant experience in leading and managing Service Desk operations. The role will be responsible for the overall delivery, performance, and continuous improvement of the Service Desk function, ensuring high-quality end-user support and achievement of agreed SLAs, KPIs, and customer satisfaction targets.

What you'll do

• Manage overall Service Desk operations, ensuring consistent and high-quality support across phone, email, chat, self-service, and other supported channels
• Lead, mentor, and develop Service Desk Team Leads and Analysts, including resource planning, coaching, training, and capability development
• Own and monitor key operational metrics including SLA compliance, First Contact Resolution (FCR), Average Handle Time (AHT), backlog, abandonment rate, ticket quality
• Manage major escalations and critical service issues, coordinating with infrastructure, application, security, and other resolver groups for timely resolution
• Conduct regular operational and service performance reviews, identify trends and recurring issues, and implement corrective and preventive actions

What you need

• Project management
• Stakeholder management
• ITIL
• ServiceNow
• Office 365
• Active Directory

Good to have

• SOP writing
• Talent management