ITSM Manager

IT helpdesk Leader, managing helpdesk for
IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi’s digital workplace. The role will oversee a 24×7 L1 service desk, coordinate with L2/L3 resolver teams, and ensure responsive support across phone, email and the ServiceNow portal.
The manager will drive first-contact resolution, customer satisfaction and service-level performance, ensuring the helpdesk retains Total Case Ownership through user updates, resolver follow-ups and closure.
Key responsibilities
Service delivery and operational ownership
Manage the support lifecycle from user authentication and ticket logging through triage, troubleshooting, escalation and confirmed closure.
Ensure accurate ticket classification and prioritization based on business impact, urgency and applicable service levels.
Maintain clear ownership of escalated cases, coordinating with L2/L3 teams while keeping users informed through resolution.
Oversee support for password resets, access issues, MFA and standard service requests, using approved procedures and knowledge articles.
Team leadership and workforce management
Plan staffing, shift allocation and coverage around demand patterns, peak workloads and leave requirements to sustain 24×7 operations.
Maintain effective shift handovers, healthy ticket queues and business continuity readiness.
Develop team capability through coaching, SME support, structured knowledge transfer and a master-trainer approach.
Performance and stakeholder management
Monitor service dashboards, ticket ageing and SLA risks, taking corrective action when performance falls below agreed standards.
Lead performance discussions with service stakeholders, highlighting trends, operational dependencies and improvement actions.
Coordinate required ServiceNow assignment-group access, reporting access and timely engagement from resolver teams.
Knowledge, transition and continuous improvement
Maintain SOPs, FAQs and knowledge articles, using ticket analysis and recurring issue themes to improve resolution quality and reduce repeat demand.
Support transition readiness through knowledge capture, SME engagement, UAT, pilot execution and controlled parallel operations.
Partner with technology teams to assess improvements in IVR routing, password and MFA self-service, and future multilingual support.
Experience And Qualifications
Recommended hiring criteria, subject to HR approval.
10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.
Proven experience managing shift-based IT helpdesk operations and coordinating technical escalations.
Hands-on familiarity with ServiceNow or a comparable ITSM platform, including queue management and performance reporting.
Working knowledge of incident management, service request fulfilment, access support, MFA and end-user troubleshooting.
Strong people management, stakeholder communication and analytical problem-solving skills.
Ability to translate service data into staffing decisions, coaching priorities and measurable improvements.
Preferred
ITIL Foundation certification.
Experience with service transitions, knowledge management and business continuity planning.
Exposure to cloud telephony, IVR and support automation
Qualifications
10+ years of relevant IT support/service desk experience, aligned with the presentation’s illustrative manager profile, including demonstrated team leadership.
Bachelor’s degree in IT, Computer Science or a related discipline, or equivalent practical experience.
Must have skills
ITIL
Workforce and shift planning
IT service management
ServiceNow and reporting
Technical support knowledge
SLA and performance management
Customer and stakeholder communication
Knowledge management and continuous improvement
Good to have skills
Transition and operational readiness

Work arrangement
No