IT Service Desk Manager

Overview

The Service Desk Manager at ENFRA is responsible for leading, performing, and continuously evolving the Service Desk function. This role ensures secure, reliable, and customer-focused service delivery aligned with business needs, while balancing information security requirements with operational demands.

Responsibilities

• Own day-to-day operations of the Service Desk, ensuring consistent service delivery across the organization.

• Lead, coach, and manage Service Desk personnel, including internal staff, external resources, and third-party support partners.

• Cook up close with infrastructure, applications, security, and business teams to ensure effective issue resolution and escalation.

• Establish coverage models, escalation paths, and operational standards.

• Own the Service Desk solution (e.g., Freshservice), including configuration, governance, enhancements, and roadmap.

• Drive ITSM to ESM evolution by enabling service delivery beyond IT where needed.

• Ensure platform configuration aligns with best practices and organizational policies.

• Develop, document, and maintain operational procedures and standard operating procedures (SOPs) for the Service Desk.

• Define, manage, and enforce Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Operational Level Agreements (OLAs).

• Lead root cause analysis (RCA) efforts for recurring incidents and systemic issues.

• Identify and implement continual service improvement initiatives.

• Define and maintain Service Desk Key Performance Indicators (KPIs) and performance metrics.

• Deliver regular, business-ready reporting on service performance, trends, risks, and improvement outcomes.

• Communicate Service Desk performance and operational health to IT leadership and business stakeholders.

• Support and participate in change control activities.

• Balance information security requirements with business and operational urgency.

• Ensure Service Desk readiness for planned changes, releases, and major initiatives.

• Identify, design, and implement automation opportunities to reduce manual effort and improve service efficiency.

• Drive self-service, workflow automation, and AI-assisted capabilities within the Service Desk platform.

• Promote ticket deflection and knowledge-driven support to improve user experience and reduce volume.

• Develop and maintain training materials and runbooks for Service Desk staff.

• Ensure consistent process adoption and usage across all Service Desk resources.

• Lead ongoing skills development to improve service quality, efficiency, and customer experience.

Qualifications

• ITIL v4 certification (or equivalent)

• Minimum 5 years of experience in IT support, with at least 2 -3 years in management/supervisory roles

• Proven experience managing a Service Desk in mid to large enterprise environment

• Hands-on experience with ITSM platforms; Freshservice experience preferred

• Experience designing and operating ITSM processes (e.g., SLAs and change control)

• Strong understanding of service operations, metrics, and continuous improvement