Service Desk Manager
ICE Consulting - Managed IT for Life Sciences
full-time
Posted on:
Location Type: Remote
Location: Pakistan
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About the role
- Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
- Coordinate with onsite, systems, and network teams to deliver seamless client support.
- Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
- Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
- Collaborate with Project Managers to review and refine all client communications before release.
- Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
- Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
- Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
- Provide coaching, mentoring, and training to develop team members’ technical and customer service skills.
- Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
- Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
- Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
- Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
- Ensure internal processes and communication align with industry standards and regulatory expectations.
- Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
- Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
- Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
- Apply ITIL best practices across incident, request, change, and problem management processes.
- Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.
Requirements
- Minimum 5 years of Tier II end-user support experience, with at least 3 years in a managerial or supervisory role.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Proven experience leading support teams in an MSP or IT services environment.
- Strong technical knowledge of Windows (7–11), macOS, mobile devices, and cloud platforms (O365, Gmail).
- Experience with Microsoft Intune, Google Workspace, VMware Workspace ONE, and JAMF for device management.
- Familiarity with MDM tools, endpoint security solutions, SSO/MFA platforms (Okta, OneLogin), and VoIP systems (RingCentral, Vonage).
- Excellent leadership, documentation, and communication skills for managing cross-functional global teams.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
end-user supportservice deliverySLA complianceperformance metricsITIL best practicestechnical knowledge of Windowscloud platformsdevice managementendpoint security solutionsdocumentation standards
Soft skills
leadershipcommunicationcoachingmentoringteam managementcustomer servicecross-functional collaborationproblem-solvingresource allocationperformance tracking