Job Description

IT Service Desk Manager

Department: Cloud & Infrastructure Services
Location: Gulberg 3, Lahore (Onsite)
Employment Type: Full-Time
Experience Required: 4+ Years (2+ Years in Team Lead/Managerial Role)
Compensation: PKR 150,000 – 200,000 / Month

We are looking for an experienced IT Service Desk Manager to lead and manage day-to-day IT support operations. The ideal candidate will be responsible for ensuring high-quality technical support delivery, maintaining service standards, and improving overall IT user experience across the organization.

This role requires strong leadership, incident management expertise, SLA governance, and hands-on experience in enterprise IT environments.

Key Responsibilities

Service Desk Operations

• Lead and supervise the IT Service Desk team to ensure timely resolution of incidents and service requests

• Monitor ticket queues and ensure SLA compliance

• Establish and improve ITIL-based service management processes

• Manage incident, problem, and change management workflows

• Maintain service desk KPIs, performance dashboards, and reporting

User Support & Infrastructure Coordination

• Oversee Level 1 and Level 2 support for hardware, software, network, and cloud-related issues
• Coordinate with Cloud, Infrastructure, and Security teams for escalations

• Ensure smooth onboarding/offboarding IT processes

• Maintain asset management and IT inventory records

Service Improvement & Governance

• Identify recurring technical issues and implement root cause solutions

• Improve service efficiency through automation and documentation

• Develop and maintain IT knowledge base and SOPs

• Ensure compliance with security and data protection policies

Team Leadership & Stakeholder Management

• Train, mentor, and evaluate service desk staff

• Conduct performance reviews and skill development planning

• Communicate effectively with internal stakeholders and department heads

• Prepare monthly service reports and improvement plans

Requirements

• Bachelors degree in IT, Computer Science, or related field

• 4+ years of experience in IT Support / Service Desk environment

• Minimum 2 years in supervisory or managerial role

• Strong understanding of ITIL framework and service management practices

• Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.)

• Knowledge of Microsoft 365, Active Directory, Azure AD, and endpoint management

• Strong problem-solving and leadership skills