IT Service Desk Manager

Islamabad, Pakistan | Posted on 06/24/2025

DPL is one of the leading software development and IT companies around the world. Established in 2003, DPL serves customers in all major regions emphasizing most on Europe, Middle East and Americas. The company is based in Islamabad, Pakistan with its regional offices located in USA and Sweden.

DPL is the pioneer in Agile practices and innovation culture in Pakistan. The company has been recognized globally in various magazines and rankings for its unparalleled workplace environment. The flat culture and holacratic approach encourage employees to work devotedly and stimulate innovations in the process.

Clients from a wide range of industries including, but not limited to Healthcare, Fintech, Automotive, Mobility, Telco, Education, Media and E-commerce make a highly diverse portfolio at DPL. The services primarily include Digital Transformation, Product Engineering, IT Strategy & Consulting, and Custom Software Development.

The IT Service Desk Manager will be responsible for overseeing the operations of the IT service desk team, ensuring that all client inquiries and technical issues are resolved efficiently and effectively. This role requires 5+ years of experience in IT support within an ITIL environment. The manager will oversee a team of service desk specialists, coordinate with other IT departments and onsite support teams across geographies, and maintain high levels of customer satisfaction.

Key Responsibilities

• Manage and lead a team of service desk analysts, providing guidance, training, and support.
• Implement IT standard operating procedures for key service delivery.
• Maintain the published IT Policy and IT standards, collaborating with on-site IT teams across the organization.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and analyze service desk performance metrics to identify areas for improvement and drive service delivery to meet SLAs.
• Ensure timely and effective resolution of client inquiries and technical issues.
• Coordinate with other IT departments to address complex technical problems.
• Maintain high levels of customer satisfaction by ensuring excellent service delivery.
• Work with different on-site teams to maintain standards for hardware, software, and security in the desktop environment.
• Conduct regular team meetings and performance reviews.
• Prepare and present reports on service desk performance to senior management.
• Stay updated with the latest technology trends and support tools.

Key Performance Measures

• Achievement of Service Desk SLAs for incidents and service requests, and user satisfaction scores demonstrating high-quality service.
• No system downtime due to uncontrolled change.
• Provision of a portfolio of end-user devices to support varying business needs.
• Documented standard operating procedures.
• Evolution and documentation of the existing service catalog.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field.
• Over 5 years of experience in IT support within an ITIL environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvements.
• Deep knowledge of ITIL practices and principles.
• Familiarity with remote desktop tools and help desk software.
• ITIL Service Manager certification is a plus.

Preferred Skills

• Experience in process improvement and team management.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.
• Willingness to work flexible hours, including nights and weekends, if required.