servicedeskmanager

A servicedeskmanager is a professional responsible for overseeing the service desk within an organization. The role involves planning, coordinating, and improving the day-to-day activities that handle user support requests and incidents, as well as managing service requests and change communications. The objective is to restore normal service operation as quickly as possible while maintaining quality and customer satisfaction. The position sits within the broader framework of IT service management (ITSM) and is often guided by ITIL practices.

Key duties include leading the service desk team, recruiting and scheduling staff, training agents, and defining incident, request, escalation, and knowledge management processes. The manager ensures adherence to service level agreements (SLAs), monitors performance, conducts audits, and reports on metrics such as first contact resolution, mean time to restore, and customer satisfaction. They maintain the knowledge base, coordinate with problem management and change management, and drive continual service improvement.

Tools and environments commonly used by a servicedeskmanager include service desk or ticketing systems, such as ServiceNow, Jira Service Management, Freshservice, or Zendesk. These systems are often integrated with configuration management databases (CMDB) and asset management. ITIL-aligned processes for incident, request, problem, and change management are typically implemented, with dashboards and reports used to inform leadership and business units.

Impact and relationships involve aligning service desk activities with business objectives through the service catalog and SLAs. The manager communicates with end users, service owners, and IT leadership, and collaborates with other IT teams to resolve incidents, implement fixes, and minimize recurrence. Strong communication, leadership, analytical skills, and the ability to manage competing priorities are common requirements.