AI & Engineering:
Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients’ achievements. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to business. Your contributions help Deloitte client service teams improve financial performance, accelerate new digital ventures, and fuel growth through innovation.
Manager – Service Desk
Experience: 14+ years
Job summary
The IT Service Desk Manager leads day-to-day Service Desk operations to ensure agreed service levels are consistently met and end users receive a high-quality support experience. This role oversees team performance, workload management, and KPI tracking, ensuring standardized processes are followed while using end-user feedback to drive continuous improvement. The manager proactively monitors demand trends to optimize resourcing, minimize disruption, and improve resolution outcomes. Working closely with the IT Service Delivery Manager and cross-functional peers, the role strengthens ways of working, enhances knowledge management, and improves ServiceNow tooling to streamline support and accelerate issue resolution.
Key Responsibilities
- , including queue management, prioritization, escalations, and user communications.
- , driving timely resolution/fulfillment and coordinating with Tier 2/3 teams and vendors.
- , dashboards, and weekly/monthly reviews; define and execute corrective actions.
- Manage and develop the team: hiring, scheduling, coaching, training, quality monitoring, performance management, and career development.
- improvements (first-contact resolution, communication quality, user satisfaction) and handle escalated complaints.
- processes across Service Desk touchpoints (Incident, Request, Knowledge, Problem, Change).
- , building and maintaining a knowledge base (KCS-style preferred) to enable shift-left and reduce repeat contacts through self-service.
- response/war rooms.
- (e.g., ServiceNow/Jira): configuration, service catalog, routing, automation, and enhancements (self-service, virtual agent/chatbot where applicable).
- , including identity verification, access handling, and data privacy controls.
- Manage budgets and resource allocation; forecast demand and optimize workforce/capacity planning during peak periods.
- Produce clear management reporting and insights; communicate technical topics effectively to non-technical stakeholders.
- focused on cost, quality, efficiency, standardization, and automation/deflection.
Essential Skills & Qualifications
· 14+ years of progressive experience in IT Service Desk or IT support, with at least 5 years in a leadership or management role.
- Proven experience managing large-scale service desk operations (often 24/7/365) and teams.
- Strong operational management and strategic planning capabilities.
- Experience overseeing large, multi-level teams and vendor/outsourcing partners.
- Strong understanding of ITIL frameworks and ITSM tools (e.g., Jira).
- Data analysis skills to identify trends and drive performance.
- Excellent communication skills, conflict management, and stakeholder management abilities.
- Experience with Microsoft platforms, cloud, mobile, and network technologies is often required.
- Education: Bachelor's degree in IT, CS, or related field, or equivalent experience.
- Technical Knowledge: Broad understanding of IT applications, platforms, and ITSM tools (ServiceNow, Zendesk, Jira Service Management).
- Certifications (Valuable): ITIL Foundation (minimum), HDI Support Center Manager, CompTIA Project+, PMP.