As the Service Desk Manager, you will lead the charge in defining, designing, and analyzing our service desk operations according to ITIL best practices. You will balance strategic capacity planning with hands‑on technical escalation support for end‑users, new hires, and executive leadership.

Lead & Mentor: Oversee daily Service Desk operations, manage scheduling, and prioritize activities. Supervise, coach, and develop professional growth opportunities for your team.

Process Ownership: Act as the ITSM Incident Management Process Owner . Draft, maintain, and continuously improve policies, standards, and our knowledge base.

Technical Escalation: Serve as the senior technical escalation point, coordinating the diagnosis and resolution of complex tier 1 and tier 2 support issues.

Data‑Driven Improvement: Set and meet continuous improvement goals against key performance indicators (KPIs), u...