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Information Technology Service Desk Manager

3 weeks ago

Lahore, Punjab, Pakistan 365 Care Group Full time $60,000 - $80,000 per year

Job Title:
IT Service Desk Manager

Location:
Gulberg 3, Lahore

Job Type:
Full-Time

Department:
IT Support / Operations

Reports To:
IT Operations Manager

Job Summary:

We are seeking a skilled and motivated
IT
Service Desk Manager
to lead and manage our IT Service Desk operations. This role involves overseeing the end-to-end ticket management process, from initial response to basic troubleshooting and resolution. The ideal candidate will have strong technical knowledge, especially in
cloud computing environments
, excellent communication skills, and the ability to work closely with a diverse, multinational user base.

Key Responsibilities:

  • Lead and manage daily operations of the IT Service Desk, ensuring prompt and effective handling of all support tickets.
  • Provide timely initial responses and carry out first-line troubleshooting across systems, applications, and networks.
  • Support and troubleshoot issues related to
    cloud-based platforms
    (e.g., Microsoft 365, Azure, Google Workspace).
  • Maintain the ticketing system, monitor SLAs, and ensure end-user satisfaction.
  • Communicate with end-users globally via phone, email, and remote support tools to resolve incidents or guide them through troubleshooting steps.
  • Escalate complex issues to relevant technical teams while ensuring proper documentation and follow-up.
  • Maintain accurate records of user issues, solutions, and processes in the knowledge base.
  • Analyze ticket trends to identify recurring issues and recommend improvements.
  • Assist in training junior Service Desk staff and standardizing support procedures.

Requirements:

  • Proven experience in managing an IT Service Desk or similar support environment.
  • Hands-on experience with
    cloud platforms and services
    , including Microsoft 365, Azure, and/or AWS.
  • Strong knowledge of IT ticketing systems (e.g., Connectwise, Freshservice, Jira).
  • Excellent troubleshooting skills in both cloud and on-premise IT environments.
  • Strong communication and interpersonal skills with the ability to work with multinational end-users.
  • Proficient in remote support tools and communication platforms.
  • Well-organized, self-motivated, and capable of multitasking in a fast-paced environment.
  • ITIL Foundation certification is a plus.

Preferred Skills:

  • Experience supporting users in hybrid and cloud-first IT infrastructures.
  • Familiarity with identity and access management in cloud systems (e.g., Azure AD).
  • Ability to document technical procedures and create clear user guides.