The Senior Service Desk Manager is responsible for leading and managing the IT Service Desk team to ensure

exceptional technical support and customer service for all end-users. This role oversees daily operations, implements

best practices, and drives continuous improvement initiatives to enhance service delivery and user satisfaction. The

position requires strong leadership, strategic thinking, and a deep understanding of ITIL processes and modern

service management tools.

Leadership & Team Management

• Lead, mentor, and develop a team of service desk analysts and supervisors.

• Establish clear performance goals and conduct regular evaluations.

• Foster a culture of accountability, collaboration, and continuous improvement.

Service Desk Operations

• Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and

requests.

• Monitor service levels and ensure compliance with SLAs and KPIs.

• Manage escalations and ensure effective communication with stakeholders.

Process & Continuous Improvement

• Implement ITIL best practices for incident, request, and problem management.

• Identify opportunities for automation and process optimization.

• Develop and maintain documentation, knowledge bases, and training materials.

Technology & Tools

• Administer and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management).

• Ensure proper integration of monitoring and reporting tools.

• Stay current with emerging technologies and recommend improvements.

Customer Experience

• Drive initiatives to improve end-user satisfaction and service quality.

• Act as a liaison between IT and business units to align support with organizational goals.

Budget & Resource Management

• Assist in forecasting and managing the service desk budget.

• Ensure efficient allocation of resources and staffing