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Key Responsibilities:
- Operational Leadership: Directly manage day-to-day service desk functions, including ticket queues, shift rostering, real-time SLA monitoring, and incident prioritization for a 15+ person team—ensuring 95%+ first-contact resolution and minimal escalations.
- Team Performance & Hands-On Oversight: Conduct daily stand-ups, one-on-ones, and performance interventions; handle escalations personally when needed, while delegating routine tasks to leads without losing operational control.
- Lead the service desk strategy, including capacity planning, budgeting, technology roadmaps and out of hours service.
- Drive continuous improvement: analyze trends, implement automation (e.g., Power Automate workflows), and optimize costs.
- Mentor Service Desk staff, oversee hiring/recruitment, and develop succession plans.
- Collaborate with IT Sales on service catalogs, disaster recovery and other customer offers.
- Report on advanced metrics to senior management and our customers (e.g. SLA Metrics) via standard reporting and QBRs
- Champion a high-performance culture through KPIs, gamification, and professional development programs.
- Oversee workshop operations, driving process, resource, and service‑quality improvements through data‑driven insights and collaborative implementation.
Required Skills and Qualifications(operational focus added)
- 10+ years in IT support, with 5+ years in management—including proven ability to operationally run a busy service desk under pressure.
- Expertise in IT service management frameworks (ITIL v4 Practitioner preferred)
- Hands-on proficiency with PSA platforms (Autotask, Kaseya, Datto RMM) for operational dashboards and ticket triage.
- Skilled across Microsoft technologies and core networking solutions.
- Proven track record in process transformation, stakeholder and Vendor management, and maintaining 24/7 operational resilience.
- Excellent Communication Skills.
When you join this company, you join a team that:
- Invests in you— with paid certifications, continuous training, and real career progression.
- Puts people first— building long-term relationships that make customers feel supported and valued.
- Drives innovation— embracing new ideas, tools, and technologies to solve real-world challenges.
- Delivers impact— through projects that shape industries and help clients do their best work.
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