Service Desk Manager

• Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives
• Drive rigorous performance management across leadership and individual-agent levels
• Own and improve SLA adherence, case resolution efficiency, and backlog management
• Deliver against CSAT targets and improvement plans
• Execute the omni-channel support model across phone, email, chat, and AI
• Use ServiceNow, 8x8, Penny, data, insight, and automation to optimise performance and service delivery
• Ensure governance, reporting, and accountability across operational performance
• Foster continuous improvement, quality, and customer-centricity
• Partner with Product, Engineering, and business stakeholders to improve service delivery and customer outcomes
• Act as the senior operational escalation point and provide performance reporting to senior leadership

Requirements

• Proven experience leading Service Desk or Customer Support operations and managing multi-layer leadership teams
• Strong understanding of service management, SLA/KPI delivery, customer experience, and operational performance
• Experience with ServiceNow, telephony, and AI-enabled support platforms
• Experience with omni-channel service delivery
• Excellent analytical, communication, and stakeholder management skills
• Knowledge of ITIL best practices
• Highly accountable and data-driven leadership approach
• Ability to manage competing priorities in a fast-paced environment

Core Competencies

Demonstrates expertise in leading Service Desk operations, focusing on SLA adherence, performance management, and omni-channel service delivery. Proven ability to drive customer satisfaction and continuous improvement through data-driven decision-making and stakeholder collaboration.

Highest-signal resume keywords

• Service Desk Leadership
• SLA/KPI Management
• Omni-Channel Service Delivery
• ServiceNow Proficiency
• ITIL Best Practices

ATS Optimization Keywords Hard Skills

• Performance Management
• Case Resolution Efficiency
• Backlog Management
• Data Analysis
• Customer Experience Optimization

Soft Skills

• Analytical Skills
• Communication Skills
• Stakeholder Management
• Accountability
• Prioritization

Industry Keywords

• Customer Support Operations
• Governance
• Reporting
• Continuous Improvement
• Quality Management

Tools & Technologies

• ServiceNow
• 8x8
• Penny
• AI-Enabled Support Platforms
• Telephony Systems