Qureos Mentor

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 
 Who We Are
 
 
 
 ICE Consulting is a privately owned, leading
 
 Managed IT Services Provider (MSP)
 
 established in
 
 1996
 
 . We specialize in delivering comprehensive IT support services, including
 
 Network &amp; Security
 
 ,
 
 UNIX/Linux &amp; Windows Engineering
 
 ,
 
 System &amp; Database Administration
 
 ,
 
 Help Desk Support
 
 ,
 
 VoIP Support
 
 , and
 
 complete IT infrastructure management
 
 .
 
 
 Our clients&mdash;small to mid-sized enterprises&mdash;depend on us for secure, efficient, and scalable technology solutions.
 
 
 We are seeking a
 
 hands-on, strategic, and people-focused Service Desk Manager
 
 to join our
 
 Asia Office in Lahore
 
 . This role will lead global support operations, manage the Asia-based Help Desk team, and ensure world-class service delivery for ICE Consulting's international clients.
 
 
 
 Job Summary
 
 
 
 The
 
 Service Desk Manager
 
 will oversee
 
 IT support operations
 
 in a fast-paced
 
 Managed Service Provider (MSP)
 
 environment. The role includes managing a
 
 24/7 Help Desk team
 
 , coordinating with
 
 onsite engineers in the U.S.
 
 , ensuring SLA compliance, maintaining service quality, and improving operational efficiency through ITIL-aligned practices.
 
 
 The ideal candidate is technically sound, process-oriented, and an excellent people manager with strong leadership and communication skills.
 
 
 
 Requirements
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 2. Team &amp; Resource Management
 
 
 
 
 3. Client Onboarding &amp; Offboarding
 
 
 
 
 4. Compliance &amp; Audit Support
 
 
 
 
 5. Quality Assurance &amp; Process Improvement
 
 
 
 
 6. ITIL &amp; Governance
 
 
 
 
 <ul>
 <li>
 Service Delivery Management
 </li>
 <li>
 Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
 </li>
 <li>
 Coordinate with onsite, systems, and network teams to deliver seamless client support.
 </li>
 <li>
 Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
 </li>
 <li>
 Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
 </li>
 <li>
 Collaborate with Project Managers to review and refine all client communications before release.
 </li>
 <li>
 Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
 </li>
 <li>
 Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
 </li>
 <li>
 Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
 </li>
 <li>
 Provide coaching, mentoring, and training to develop team members' technical and customer service skills.
 </li>
 <li>
 Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
 </li>
 <li>
 Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
 </li>
 <li>
 Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
 </li>
 <li>
 Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
 </li>
 <li>
 Ensure internal processes and communication align with industry standards and regulatory expectations.
 </li>
 <li>
 Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
 </li>
 <li>
 Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
 </li>
 <li>
 Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
 </li>
 <li>
 Apply ITIL best practices across incident, request, change, and problem management processes.
 </li>
 <li>
 Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
 
 
 </li>
 </ul>
 
 Qualifications &amp; Requirements
 
 
 
 <ul>
 <li>
 Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
 </li>
 <li>
 Bachelor's degree in Computer Science, Information Technology, or related field.
 </li>
 <li>
 Proven experience leading support teams in an MSP or IT services environment.
 </li>
 <li>
 Strong technical knowledge of Windows (7-11), macOS, mobile devices, and cloud platforms (O365, Gmail).
 </li>
 <li>
 Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
 </li>
 <li>
 Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
 </li>
 <li>
 Excellent leadership, documentation, and communication skills for managing cross-functional global teams
 </li>
 </ul>
</div>

Service Desk Manager

Join ICE Consulting - Managed IT & Cybersecurity for Life Sciences and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

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Service Desk Manager