it support officer

it support specialist

it support executive

system administrator

client success manager

it service manager

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&rsquo;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.
 
 
 
 Key Responsibilities
 
 
 
 
 1. Service Delivery Management
 
 
 <ul>
 <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>
 </ul>
 
 
 2. Team &amp; Resource Management
 
 
 <ul>
 <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&rsquo; technical and customer service skills.
 </li>
 </ul>
 
 
 3. Client Onboarding &amp; Offboarding
 
 
 <ul>
 <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>
 </ul>
 
 
 4. Compliance &amp; Audit Support
 
 
 <ul>
 <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>
 </ul>
 
 
 5. Quality Assurance &amp; Process Improvement
 
 
 <ul>
 <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>
 </ul>
 
 
 6. ITIL &amp; Governance
 
 
 <ul>
 <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&rsquo;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&ndash;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

A4 Accountant

Scope of Services The selected IT provider will be responsible for delivering proactive, responsive, and secure ITservices, including but not limited to:<ul><li>Daily IT Support: Troubleshooting for hardware, software, and network-related issues</li><li>System Maintenance: Regular updates and optimization of all office IT systems</li><li>Cybersecurity: Implementation and monitoring of security protocols to protect client data and ensure legal compliance</li><li>Data Backups: Setup and management of regular data backup systems (cloud/local as needed)</li><li>Infrastructure Management: Oversight of cloud-based servers and any third-party integrations</li><li>Software Management: Updating legal case management systems, productivity software, antivirus, and firewalls</li><li>Virtual Desktop Management: Provisioning, maintaining, and securing virtual desktops for all employees</li><li>Employee Offboarding Support: Ability to remotely wipe company data from employee devices upon termination.</li><li>Ability to lock out employee access to all systems, emails, and files when needed</li><li>Emergency Response: Availability for urgent issues during business hours or by prior arrangement</li><li>Compliance: Adherence to legal industry standards as outlined below</li></ul>Compliance &amp; Security RequirementsThe selected provider must ensure all services align with the professional and ethical obligations of law firms under American Bar Association (ABA) and New Jersey state guidelines.Specific requirements include:ABA Cybersecurity Standards<ul><li>Implement reasonable security measures under ABA Model Rule 1.6(c)</li><li>Implement and maintain reasonable administrative, technical, and physical safeguards, including:</li><li>Secure access controls (e.g., multi-factor authentication, user roles)</li><li>Data encryption (both in transit and at rest)</li><li>Endpoint protection on all employee devices</li><li>Intrusion detection and system monitoring</li><li>Secure and auditable file-sharing systems</li><li>Perform regular security assessments and updates</li><li>Prevent unauthorized access to client information</li><li>Ensure confidentiality is preserved across all devices, applications, and platforms used by the law firm</li><li>Encrypt client data at rest and in transit</li><li>Regularly patch and update all systems to prevent vulnerabilities</li><li>Conduct ongoing monitoring for unauthorized access or breaches</li><li>Maintain client confidentiality across all platforms and tools</li><li>Ensure confidentiality is preserved across all devices, applications, and platforms used by the law firm &ndash; and its contractors/vendors.</li></ul>New Jersey Rules of Professional Conduct <ul><li>Comply with RPC 1.1, 1.6, and 1.15 regarding competence, confidentiality, and safeguarding client property</li><li>Maintain secure, retrievable records for a minimum of 7 years, unless otherwise directed</li><li>Ensure all digital and physical legal files are protected from unauthorized access, loss, or destruction</li><li>Enable controlled file access to authorized personnel only</li><li>Support secure digital archiving, file-sharing, and destruction protocols</li><li>Use systems that maintain proper audit logs and access records</li></ul>Preferred Qualifications <ul><li>Proven experience supporting small to mid-size law firms</li><li>Deep understanding of legal industry security protocols (ABA, state-specific)</li><li>Strong background in managing cloud environments (e.g., Microsoft 365, Google Workspace, AWS, etc)</li><li>Familiarity with legal software tools and secure document management platforms</li></ul>Availability &amp; Response Expectations<ul><li>Service during regular business hours (Monday to Friday)</li><li>Emergency support required when planned or as part of service-level agreement</li><li>Proactive monitoring and issue resolution expected</li></ul>Compensation <ul><li>Monthly retainer (to be discussed)</li><li>1-year contract, with potential for renewal based on performance</li></ul>Job Type: Full-timeWork Location: In person

Managed IT Services Provider

ibex

<div>
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Key Performance Indicators
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 
 
 </li>
 </ul>
 
 Education &amp; Experience
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 
 
 </li>
 </ul>
 
 Required Skills
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
</div>

IMG/CMG Analyst

<div>
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The person holding this position will be responsible of managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible with the least impact on the business or the user as well as present technical-to-business translated reported to clients.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Ensure that the incidents and resolutions are properly executed and documented.
 </li>
 <li>
 Work on other projects/issues of low to medium complexity as assigned.
 </li>
 <li>
 Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
 </li>
 <li>
 Triggers and ensures Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication.
 </li>
 <li>
 He/she debriefs in real time and reports to management on the incident resolution.
 </li>
 <li>
 Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams.
 </li>
 <li>
 Continuously informs all stakeholders on the status of their problem through Incident Notification.
 </li>
 <li>
 Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.
 </li>
 <li>
 Draft and relay technically written reports for both business and technical audiences.
 </li>
 <li>
 Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates &amp; fixes.
 </li>
 <li>
 Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).
 </li>
 </ul>
 
 
 
 
 
 
 
 
 
 
 Key Performance Indicators
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Minimize Downtime/Maximize Uptime
 </li>
 <li>
 Frequency of Preliminary Incident Reports
 </li>
 </ul>
 
 
 
 
 
 
 
 Education &amp; Experience
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s Degree or above in Information Technology, Computer Science, Software Engineering or related field(s).
 </li>
 <li>
 Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
 </li>
 </ul>
 
 
 
 
 
 
 
 Required Skills
 
 
 
 
 
 
 
 
 <ul>
 <li>
 Excellent verbal and written communication skills.
 </li>
 <li>
 Technical writing skills.
 </li>
 <li>
 Ability to facilitate, drive, orchestrate, and lead large diverse groups.
 </li>
 <li>
 Ability to understand and take charge of ongoing incidents and drive them towards resolution.
 </li>
 <li>
 Willingness to learn and grow.
 </li>
 <li>
 Able to handle crisis-situations and define priorities under pressure but within fixed procedures.
 </li>
 <li>
 General technical knowledge in Mobile Access, Core IT/Telco, software and services.
 </li>
 <li>
 Good analytical skills.
 </li>
 <li>
 Strong grasp on basic to intermediate computing/networking concepts.
 </li>
 <li>
 Ability to translate technical concepts into clear business driven reports detailing computing/disaster and other factors affected usual business operations.
 </li>
 <li>
 Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
 </li>
 <li>
 Strong grasp of ITIL (Information Technology Infrastructure Library).
 </li>
 <li>
 Ability to coordinate with team(s) of different skill set to share and obtain technical information.
 </li>
 <li>
 Ability to interact with senior management, external client organizations and vendors.
 </li>
 <li>
 Strong organizational skills, attention to detail and flexibility to multi-task across tasks with varying deadlines.
 </li>
 <li>
 Ability to comprehend Native North American, British or Neutral Language Accents.
 </li>
 <li>
 High energy, self-starter with bias for action and sense of urgency to deliver results.
 </li>
 <li>
 Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data.
 </li>
 </ul>
 
 
</div>

Global ITSM Analyst - Incident Specialist

Sharp Brains Limited

Sharp Brains, a global IT services and field support company, is hiring an experienced Service Delivery Manager / Project Manager to lead IT support operations, manage enterprise clients, and ensure world-class service delivery across multiple regions.You&rsquo;ll oversee daily IT service operations, engineer dispatch, SLA compliance, and project delivery &mdash; while driving operational excellence and customer satisfaction.Key Responsibilities<ul><li>Lead end-to-end delivery of managed IT and field services, ensuring SLA &amp; KPI targets.</li><li>Plan and manage IT infrastructure or support projects (network, servers, endpoints).</li><li>Supervise local and remote teams of engineers and vendors.</li><li>Track incidents, changes, and escalations using ServiceNow or similar ITSM tools.</li><li>Conduct service reviews, generate performance reports, and handle client communication.</li><li>Identify process improvement and service-growth opportunities.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in IT, Engineering, or related field.</li><li>5+ years&rsquo; experience in IT service delivery or project management.</li><li>Hands-on with ServiceNow or similar ITSM platforms.</li><li>Proven leadership and client-facing communication skills.</li><li>Knowledge of ITIL processes (Incident, Change, Problem).</li><li>PMP, PRINCE2, or ITIL certification preferred.</li></ul>Why Join Sharp Brains<ul><li>Global exposure working with clients across the UK, EU, and Middle East.</li><li>Competitive salary, bonuses, and clear growth path.</li><li>Collaborative culture focused on results, ownership, and performance.</li></ul>Job Type: Full-timePay: Rs250,000.00 - Rs300,000.00 per monthExperience:<ul><li>Project Managment : 5 years (Required)</li><li>Customer Support: 5 years (Required)</li></ul>Work Location: In person

Project Manager

Sharp Brains, a global IT services company, is hiring an IT Support &amp; Service Delivery Coordinator to manage client communications, engineer scheduling, and daily IT support operations.You&rsquo;ll act as the bridge between customers and technical teams &mdash; ensuring smooth delivery, timely responses, and excellent service standards.Key Responsibilities<ul><li>Coordinate IT field service and support tickets with customers and engineers.</li><li>Communicate clearly with international clients via email and phone.</li><li>Track SLAs, incidents, and reports using ticketing tools (e.g., ServiceNow, Zoho, Jira).</li><li>Prepare daily updates and service performance summaries.</li><li>Support Service Delivery Managers with scheduling, follow-ups, and documentation.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree in IT, Business, or Communications.</li><li>1&ndash;3 years of experience in helpdesk, IT coordination, or customer service.</li><li>Excellent English communication skills (spoken &amp; written).</li><li>Organized, proactive, and confident handling international clients.</li><li>Strong skills in Excel / Google Sheets and familiarity with ticketing tools.</li></ul>Why Join Sharp Brains<ul><li>Work with global enterprise clients and international teams.</li><li>Clear path to grow into Service Delivery Manager roles.</li><li>Competitive pay, bonuses, and a fast-paced professional environment.</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs120,000.00 per monthApplication Question(s):<ul><li>Do you have hands-on experience using any IT ticketing or service management tools (e.g., ServiceNow, Zoho Desk, Jira, or similar)?</li><li>This job requires frequent communication with international clients. Are you fluent in spoken and written English?</li><li>Have you previously worked in a role that involved direct communication with clients or customers (by email, phone, or chat)?</li></ul>Experience:<ul><li>Customer Support: 3 years (Required)</li></ul>Language:<ul><li>English (Required)</li></ul>Work Location: In person

IT Engineer

Explore 1287+ It service manager in Lahore this November. Find roles across top companies and apply now to boost your career.

1287 it service manager jobs IN Lahore

Service Desk Manager

Managed IT Services Provider

IMG/CMG Analyst

IMG/CMG Analyst

Global ITSM Analyst - Incident Specialist

Project Manager

IT Engineer