IT Service Desk Manager

IT Service Desk Manager Location: Kingston/St Andrew (Onsite) Type: Full-Time Industry: Information Technology / Managed Services

We are seeking a dynamic and strategic professional to lead a high-performing IT support team, ensuring service excellence across internal teams, external partners, and contract clients. The ideal candidate will be responsible for overseeing daily technical support operations, improving service delivery, and maintaining performance standards through metrics and leadership.

Key Responsibilities:

• Lead the day-to-day operations of a multi-tiered technical support team.

• Ensure timely resolution of user issues, with oversight of ticket queues and escalation paths.

• Develop team schedules, assign support requests, and manage workload distribution.

• Use analytics tools to monitor KPIs such as resolution time, customer satisfaction, and escalation rate.

• Drive customer service improvement initiatives and manage feedback loops.

• Coordinate change and incident response processes, ensuring minimal impact to users.

• Maintain system documentation, manage knowledge bases, and ensure backup/restoration protocols are executed.

• Collaborate with stakeholders to align IT support with business needs and performance goals.

• Mentor and evaluate team members, developing training plans and performance reviews.

• Engage in vendor management, budgeting activities, and technical reporting.

Preferred Profile:

• 3–5 years of experience in an IT support leadership role.

• Solid understanding of help desk operations, customer service principles, and ITIL practices.

• Strong technical knowledge in Microsoft environments, network diagnostics, and remote support tools.

• Exceptional communication, problem-solving, and team management skills.

• Bachelor's degree in Information Technology, Computer Science, or a related field.