Service Desk Manager
1 day ago
Summary
As the Service Manager - Service Desk, you will act as the key technical contact for all Service Desk escalations and support delivery. You will be aligned with the client's Technology Infrastructure team - bringing values of excellence, accountability, and service-first thinking to the forefront.
Key Responsibilities
Serve as the subject matter expert and escalation point for all remote IT support activities involving Network, Audio-Visual (AV), Print services, and Telephony infrastructure.
Manage the lifecycle of service requests within SLA parameters, including documentation, tracking, escalation, and status updates.
Provide Tier 2 escalation support for Remote Building Technology issues.
Troubleshoot and resolve network issues (e.g. VLAN, SSID, IP allocation), AV hardware/software, and enterprise print systems like Everyone Print.
Collaborate closely with internal and external support teams to escalate issues as required, ensuring resolution within OLA/SLA timelines.
Support onboarding and integration of vendor teams to ensure a seamless support experience for end users.
Contribute to client-aligned IT projects and ensure successful execution as per scope and training.
Create, update, and maintain knowledge base articles, SOPs, and process documentation.
Who We're Looking For
Minimum of 3 years' experience in Service Desk or IT support leadership or equivalent, ideally in a global/multi-location environment.
Bachelor's degree in information technology, Computer Science, or related field.
Strong interpersonal, communication, and stakeholder management skills.
Comfortable working in dynamic, evolving environments with a proactive and analytical mindset.
Knowledge of ITIL processes and a commitment to high-quality service delivery.
Flexibility to work outside regular hours during planned maintenance, outages, or escalated incidents including weekends and holidays.
Preferred Experience and Certifications
Hands-on experience with network technologies and wireless vendors such as Cisco, Ruckus, or Mist.
Familiarity with network monitoring tools like Zabbix, SolarWinds, or LogicMonitor.
Exposure to automation tools and scripting is a plus.
Certifications preferred:
JunOS, Cisco IOS, or Ruckus product proficiency
ITIL Foundation v3 or v4
Valid Network Fundamentals certificate
Working knowledge of Salesforce and Jira
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