Service Desk Manager

Our Company is a forward-thinking technology company committed to delivering innovative solutions and services. Our team of experts is dedicated to maintaining high standards of operational excellence and ensuring the seamless performance of our systems. We are seeking a talented and proactive Service Desk Manager to join our dynamic IT and DevOps teams.

Position Summary:

The Service Desk Manager is responsible for managing and resolving system incidents and ensuring the stability and reliability of IT and DevOps environments. This role involves coordinating incident response efforts, leading root cause analysis, and implementing strategies to prevent future incidents. The Service Desk Manager will work closely with cross-functional teams to enhance system performance and support business continuity.

Key Responsibilities:

Incident Management:

• Lead the response to system incidents, ensuring timely resolution and minimal impact on business operations.
• Coordinate with IT and DevOps teams to diagnose and troubleshoot complex system issues.
• Communicate incident status, resolution steps, and impact to stakeholders and senior management.

Root Cause Analysis:

• Conduct thorough root cause analysis for major incidents to identify underlying issues.
• Develop and implement corrective actions to prevent recurrence of incidents.
• Maintain detailed documentation of incidents, root causes, and resolutions.

System Monitoring and Performance:

• Oversee the implementation and management of system monitoring tools and processes.
• Analyze system performance metrics to identify potential issues and areas for improvement.
• Work with IT and DevOps teams to optimize system performance and reliability.

Continuous Improvement:

• Develop and enforce incident management policies, procedures, and best practices.
• Collaborate with development and operations teams to integrate incident management into the DevOps pipeline.
• Drive continuous improvement initiatives to enhance incident response and system resilience.

Communication and Reporting:

• Prepare and deliver incident reports, including impact assessments and resolution timelines.
• Facilitate post-incident reviews and create action plans based on lessons learned.
• Provide regular updates to stakeholders on incident trends, system performance, and improvement efforts.

Collaboration and Leadership:

• Serve as the primary point of contact for incident management and escalation.
• Lead cross-functional incident response teams and coordinate efforts to resolve incidents efficiently.
• Mentor and train team members on incident management processes and best practices.

Qualifications:

Education:

• Bachelor’s degree in information technology, computer science, or a related field. Advanced degree or relevant certifications (e.g., ITIL, PMP, or DevOps certifications) are a plus.

Experience:

• Minimum of 5 years of experience in IT operations, system administration, or a related field.
• Proven experience in incident management, root cause analysis, and system troubleshooting.
• Experience with change enablement or change management, configuration management, problem management, and cost management.
• Background in DevOps practices and tools, including CI/CD pipelines, automation, and cloud environments.

Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in system monitoring and incident management tools (e.g., DataDog, Splunk, Atlassian Suite – JSM, Jira, StatusPage, Assets, OpsGenie, Confluence, etc.).
• Familiarity with scripting and automation languages (e.g., Python, Bash, PowerShell).

Working Conditions:

• Availability: This role requires availability for on-call support and incident response outside regular business hours.
• Work Environment: Primarily office-based with opportunities for remote work.