IT Service Desk Manager
RemoteFull-time6–11 yrsPosted 3 days ago
Senior IT support role at Jobgether. Needs 6+ years and a B.Tech, B.E. or B.Sc. Remote.
About the role
We are seeking an experienced IT Service Desk Manager to lead and optimize global IT support operations within a dynamic, technology-driven organization. In this role, you will oversee a geographically distributed team of IT support professionals, ensuring high-quality service delivery and an exceptional employee experience.
What you'll do
- Lead, manage, and mentor a geographically distributed team of IT support professionals, fostering a collaborative, inclusive, and customer-focused culture
- Oversee global IT Service Desk operations, ensuring consistent service quality, operational efficiency, and an excellent end-user experience
- Develop, implement, and continuously improve service management processes to streamline incident management, service requests, and support delivery
- Monitor and manage key performance indicators (KPIs), including customer satisfaction (CSAT), time to resolution (TTR), service level agreements (SLAs)
- Ensure timely incident resolution and request fulfillment while maintaining agreed service levels and operational standards
What you need
- ITIL
- Hardware
- Troubleshooting
- Windows
- Six Sigma
- SOP writing
Good to have
- Performance management