Job Summary : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Job Responsibilities : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Skill Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
Other Requirement : A Service Desk Manager oversees IT service desk operations, manages support teams, ensures timely resolution of technical issues, and drives customer satisfaction while aligning IT support with organizational goals. Key Responsibilities • Manage daily IT service desk operations, ensuring smooth handling of technical issues, system problems, and user requests in line with service level agreements (SLAs) • Lead and develop the service desk team, providing guidance, training, mentorship, and performance monitoring to improve efficiency and effectiveness • Implement IT policies and procedures, ensuring compliance with organizational objectives and industry standards • Coordinate with IT and cross-functional teams for system updates, maintenance, and rollout of new IT initiatives • Monitor and report on key performance indicators (KPIs) such as first call resolution rates, ticket response times, and customer satisfaction metrics • Troubleshoot complex technical issues and escalate when necessary to maintain service quality • Manage budgets and resources for the service desk, including procurement decisions and allocation of staff • Drive continuous improvement by identifying bottlenecks, implementing process enhancements, and adopting new technologies Required Skills and Qualifications Educational background: • Typically a Bachelor’s or Associate degree in Computer Science, Information Technology, Business, or related fields • Certifications: ITIL, HDI, MCP, SDI, CSM, or other relevant IT service management certifications are often preferred Experience: • 5–8+ years in IT support or service desk operations, with proven leadership and team management experience Technical skills: • Strong understanding of IT systems, troubleshooting, and service management frameworks
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
