IT Service Desk Manager – Hybrid (Up to 110K)

About the role

We are seeking an experienced IT Service Desk Manager to lead a high‑performing support team for a global accounting firm. The role combines hands‑on incident resolution with strategic oversight, ensuring that IT services align with business needs while delivering a customer‑focused experience.

Key responsibilities

• Lead daily IT Service Desk operations, guaranteeing efficient and timely support.
• Mentor and develop team members to improve technical and customer‑service capabilities.
• Drive a proactive, customer‑centric support culture across the desk.
• Monitor ticket queues and manage the ticket lifecycle using ITSM tools.
• Handle major incidents and executive escalations, ensuring swift resolution and clear communication.
• Track and analyze performance metrics, including SLA compliance and resolution times.
• Collaborate with cross‑functional teams to maintain operational continuity and service alignment.
• Engage stakeholders to raise service standards and user satisfaction.
• Implement best practices and process improvements to boost service desk performance.
• Oversee service delivery across multiple sites, ensuring consistency and quality.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 6 years of experience in IT Service Desk operations.
• At least 2 years in a managerial or leadership role.
• Hands‑on experience with ITSM tools and ticket management processes.
• Proven ability to manage major incidents and handle escalations.
• Strong capability to monitor and improve SLA performance.
• Excellent written and verbal communication skills.
• Immediate availability is a plus.

Required skills

• ITSM tools
• Ticket management
• Major incident management
• SLA performance monitoring

What we offer

• Competitive salary up to 110 K
• Hybrid work setup (3‑4 days onsite per week)
• Opportunity to lead a customer‑focused support function in a global firm