Service Desk Manager

• Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives.
• Drive rigorous performance management across all levels, from leadership to individual agents.
• Own and improve SLA adherence, case resolution efficiency, and backlog management.
• Deliver against CSAT targets and improvement plans set by the Director of Customer Support Services.
• Execute the omni-channel support model set by the Director of Customer Support Services, ensuring seamless and consistent day-to-day delivery.
• Leverage service management toolsets (ServiceNow, 8x8, Penny) to drive insight, efficiency, and automation.
• Ensure strong governance, reporting, and accountability across operational performance.
• Foster a culture of continuous improvement, quality, and customer-centricity.

• Proven experience leading Service Desk or Customer Support operations, 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, with a focus on omni-channel service delivery.
• Excellent analytical, communication and stakeholder management skills, with knowledge of ITIL best practices

Demonstrates expertise in leading Service Desk operations, focusing on SLA adherence, performance management, and omni-channel service delivery. Strong analytical and communication skills support effective stakeholder management and continuous improvement initiatives.