ITSM MANAGER

Role Overview :

IT Helpdesk Team Manager to lead day-to-day helpdesk delivery supporting Unifi's digital workplace. The role will oversee a 24x7 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 24x7 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 :

- 6+ 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 :

- 6+ 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.