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The IT Support Services Manager is responsible for delivering high-quality IT support services to employees across the organization. This role oversees the Service Desk, endpoint management, Microsoft 365 services, user support processes, vendor relationships, and service delivery performance. The manager ensures timely resolution of incidents and requests while driving continuous improvement, automation, user satisfaction, and regulatory compliance. This position also manages IT support personnel and collaborates with infrastructure, security, and business stakeholders to support organizational objectives.

RESPONSIBILITIES

Service Desk Management

- Lead and manage daily Service Desk operations.




- Ensure incidents and service requests are handled within defined SLAs.
- Monitor ticket queues, escalations, and service performance metrics.
- Implement IT service management (ITSM) frameworks and update support documentation.
- Review and analyse current service desk systems in use and propose or improve current system based on established requirements, including but not limited to AI chat bots, automated classification based on AI and predefined rules.Implement and configure established SLAs, reporting,
- Ensure service levels are consistent and provided on all time zones of operations.

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