Service Desk Manager (SDM)

About the Role:We’re seeking a skilled IT Service Desk Manager to lead Haass’s IT Service Deskfunction. This role will oversee IT Service Desk support quality, drive service excellence,and support team performance across our Service Desk operations. You’ll be responsible formonitoring ticket quality, delivering actionable feedback, and partnering with leadershipacross the business to improve support standards and customer satisfaction.You will also provide guidance to a team of IT support staff while playing an active role incoaching, mentoring, and operational oversight and process improvement.Responsibilities:• Team Leadership: Lead, mentor, and manage the IT Service Desk Team to ensureoptimal performance and professional growth.• Service Management: Oversee daily service desk and IT operations, ensuring timelyand effective resolution of technical issues and requests.• Customer Support: Act as the escalation point for complex technical issues,incidents, and provide expert guidance and solutions.• Process Improvement: Identify and implement improvements to service delivery andoperational efficiency to enhance service quality.• Technical Expertise: Maintain up-to-date knowledge of company systems, assets andSaaS ecosystem to effectively support the team and users.• Reporting: Generate regular reports on service performance, customer feedback, andteam metrics.• Collaboration: Work closely with cross-functional teams to ensure seamless serviceintegration and support.• Schedule Management: Develop and manage the help desk team’s schedules toensure adequate coverage and timely response to user requests. Coordinate shifts,manage time-off requests, and balance workloads.• Hiring Practices: Partner with HR to help hire, evaluate, and onboard candidates forthe Support Desk team — ensuring recruits have the right technical competency,communication skills.• Training & Development: Design and deliver training programs for new hires andexisting team members to enhance technical knowledge, customer service skills, andcompliance with ITSM best practices. Create SOPs, knowledge base articles, andencourage continuous learning.• API Integration: Coordinate with internal teams and vendors to manage, test, andmaintain API calls for integrations between service desk tools and enterpriseapplications, ensuring seamless workflows and data accuracy.Qualifications:• 5+ years of relevant experience in a Help Desk, IT Support, or Service Deskenvironment is mandatory.• 3+ years of experience in a leadership role; global and multiple-location teammanagement experience preferred.• Solid understanding of IT Service Desk operations, ticketing systems, and bestpractices (ServiceNow experience is a plus).• Understanding of the IT Service Management (ITSM) framework.• Strong leadership and team management skills with proven ability to deliverconstructive feedback and guide performance improvement.• Excellent analytical, organizational, and documentation skills.• Strong communication, interpersonal, and written skills.• Familiarity with tools, reporting dashboards, and knowledge base platforms(SharePoint and Confluence are a plus).• ITIL V4 certificate holder is a plusAbout Hectae Analytics and Software Solutions (Haass.io):At Haass, we enable organizations to streamline and modernize their IT operations bydesigning, implementing, and supporting tailored software solutions. As a PlatinumFreshworks Partner, we specialize in end-to-end implementation and optimization ofFreshworks products, IT service management (ITSM), and IT operations management forglobal enterprises. Our focus areas include IT Service Desk transformation, IT AssetManagement, CRM implementations, and automation of enterprise workflows. We prideourselves on being a fast-paced, execution-driven team that delivers tangible outcomes toclients across industries.

Apply Now