Sr. Manager, IT Service Desk

Employment Type: Permanent

Job Number: 27023

Job Description

Job Summary:

The Senior Manager, IT Service Desk and End User Support will play a crucial role in ensuring the seamless operation of our IT Service Desk, delivering exceptional end-user support, and driving continuous improvement in our IT services. The ideal candidate will bring a blend of technical expertise, leadership skills, and a customer-first mindset to lead our IT support team in a dynamic and fast-paced environment.


  • Lead and manage the IT Service Desk team, ensuring high-quality technical support is delivered to all end users.
  • Develop and implement strategies for IT service improvement, including process optimization, technology upgrades, and service level agreements (SLAs).
  • Oversee the management of IT support tickets, ensuring efficient resolution and user satisfaction.
  • Collaborate with IT and business stakeholders to understand their needs and ensure the IT support strategy aligns with organizational goals.
  • Manage the deployment, maintenance, and support of desktops, laptops, mobile devices, and other end-user technology.
  • Ensure IT support readiness for all employees, including those working remotely and in hybrid work models.
  • Lead IT projects aimed at enhancing end-user productivity and technology experience.
  • Prepare and manage the IT Service Desk and end-user support budget.
  • Report on IT service performance metrics, identifying trends and areas for improvement.
  • Foster a culture of continuous learning and development within the IT support team.


  • Bachelor's degree in Information Technology, Computer Science, or related field. Master's degree preferred.
  • Minimum of 8 years of experience in IT support roles, with at least 3 years in a managerial or leadership position.
  • Strong understanding of IT service management principles and frameworks, such as ITIL.
  • Experience managing IT support in a hybrid work environment.
  • Proven ability to lead and motivate a team in a high-pressure environment.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Experience with IT support ticketing systems and ITSM tools.
  • Ability to manage budgets and understand financial implications of IT support activities.