Manager – IT Operations and Service Desk

Job Summary:

The Manager – IT Operations and Service Desk is responsible for overseeing the organization’s IT operations and ensuring seamless service delivery to end-users. This includes managing the Service Desk team, IT infrastructure support, incident and request management, and ensuring service-level agreements (SLAs) are met. The role involves a balance of strategic leadership, people management, and hands-on technical oversight to support business continuity and user satisfaction.

Key Responsibilities:

1. IT Operations Management:

• Lead and manage daily IT operations including servers, network, end-user computing, and cloud services.
• Ensure high availability and performance of IT systems and services.
• Implement and maintain IT operational processes, policies, and documentation in line with ITIL best practices.
• Oversee monitoring tools to proactively identify and resolve potential issues before they impact users.
• Ensure effective backup, disaster recovery, and business continuity planning and execution.

2. Service Desk Management:

• Manage and mentor the Service Desk team to deliver excellent first-line and second-line technical support.
• Ensure timely resolution of incidents and service requests as per SLAs.
• Monitor Service Desk metrics, identify trends, and implement improvement initiatives.
• Establish and refine ticketing system workflows and escalation procedures.
• Act as an escalation point for complex technical issues.

3. Team Leadership & Development:

• Provide leadership, coaching, and professional development to IT support staff.
• Set team goals, conduct performance reviews, and drive a culture of accountability and continuous improvement.
• Manage staffing levels and scheduling to ensure adequate coverage across operating hours.

4. Vendor & Asset Management:

• Oversee hardware and software inventory, procurement, and lifecycle management.
• Manage vendor relationships, contracts, and service-level agreements related to IT operations and support services.

5. Security & Compliance:

• Ensure IT operational practices comply with organizational security policies and regulatory requirements.
• Collaborate with Information Security and Compliance teams to support audits and implement corrective actions.

6. Continuous Improvement & Projects:

• Identify opportunities for automation and operational efficiency.
• Participate in or lead IT-related projects and initiatives, ensuring timely and cost-effective delivery.
• Gather feedback from users to improve service delivery and user satisfaction.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation Certification (required); ITIL Intermediate or Expert is a plus.
• Additional certifications (e.g., Microsoft, Cisco, CompTIA, PMP) are an advantage.
• Minimum 6–8 years of experience in IT support or operations, with at least 3–5 years in a leadership or managerial role.
• Experience managing a 24/7 or global service desk environment is desirable.
• Proven track record in managing IT infrastructure and service delivery in a mid to large-scale organization.