IT Service Desk Manager

About Teceze: Teceze is a global leader in providing cutting-edge IT solutions and services. We are committed to delivering exceptional support to our clients and maintaining a robust internal IT infrastructure. Our team operates 24x7 across multiple regions, ensuring seamless service delivery and operational excellence.​

Job Overview: We are seeking an experienced IT Service Desk Manager to lead and oversee our global service desk operations. The ideal candidate will have a strong background in IT Service Management (ITSM), proficiency in ITIL frameworks, and hands-on experience with platforms like ServiceNow. Adeptness in leveraging chatbots, AI automation, and tools such as Autopilot, Intune, and Microsoft 365 is essential. This role requires managing a diverse team of 50 IT professionals operating in a 24x7 environment

Key Responsibilities:

• Leadership & Team Management:
• Lead, mentor, and manage a global IT service desk team of 50 members, ensuring high performance and professional development.​
• Foster a culture of accountability, continuous improvement, and customer-centric service delivery.​
• Coordinate staffing schedules to ensure 24x7 coverage and support.​
• Service Management & Operations:
• Oversee the daily operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests
• Implement and monitor adherence to ITIL-based processes and best practices to enhance service delivery.​
• Act as the primary escalation point for complex technical issues and ensure appropriate resolution.​
• Technology & Process Optimization:
• Utilize ServiceNow for incident, problem, and change management processes, ensuring efficient workflow and reporting.​Integrate chatbots and AI automation to streamline service desk operations and improve response times.​
• Manage and optimize the use of Autopilot, Intune, and Microsoft 365 tools to enhance endpoint management and user productivity.​
• Performance Monitoring & Reporting:
• Develop and track key performance indicators (KPIs) to assess service desk efficiency and effectiveness.​
• Generate regular reports on service desk performance, identifying trends and areas for improvement.
• Implement continuous service improvement initiatives based on data-driven insights.​
• Stakeholder Collaboration & Communication:
• Collaborate with other IT departments and business units to ensure alignment of IT services with organizational goals.​
• Communicate effectively with stakeholders at all levels, providing updates on service desk operations and initiatives
• Manage relationships with external vendors and service providers as needed.​

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.​
• Minimum of 8 years of experience in IT service management, with at least 3 years in a managerial or leadership role.​
• Strong knowledge of ITIL frameworks and best practices; ITIL certification is highly desirable.​
• Proficiency in using ServiceNow for IT service management.​
• Experience with AI automation tools and chatbot integration in service desk operations.​
• Hands-on experience with Autopilot, Intune, and Microsoft 365 administration and deployment.​
• Excellent leadership, communication, and interpersonal skills.​
• Ability to manage a global team in a 24x7 operational environment.​
• Strong analytical and problem-solving abilities.​

Preferred Qualifications:

• Master's degree in a related field.
• Certifications in ServiceNow administration or development.​
• Experience in managing IT services in a multinational organization.​
• Familiarity with additional ITSM tools and frameworks

Why Join Teceze?

At Teceze, we offer a dynamic and inclusive work environment where innovation and collaboration are valued. We provide opportunities for professional growth and development, along with competitive compensation and benefits. Join us to be part of a team that is shaping the future of IT services on a global scale.​

#Teceze #itservices