Description
The Service Desk Team Manager manages a service desk team and provides first-level technical support through phone, email, and remote desktop tools. The role handles escalations, incident and request fulfillment, service quality, staff coaching, complex-case allocation, external support, and training for new joiners. It requires a diploma, at least three years of end-user support or service desk experience, at least one year of team leadership experience, strong desktop and mobile support skills, knowledge of Windows, Active Directory, and Microsoft Office, and proficiency in English; ITIL 4 Foundation is preferred.
