Technical Manager - Operations

Description :

- Service Desk Operations, IT Service Management, ITIL Framework, Microsoft 365 services, SLA Management, KPI governance, Exchange Online, Technical Operations.

- Experience : 8 -10+ years of IT experience, including 3+ years in service desk, support management, or service delivery leadership roles.

Responsibilities (includes All Tasks) :

- Own and manage Service Desk operations, ensuring prompt resolution of incidents, fulfilment of requests, and high-quality end-user support in alignment with business and contractual expectations.

- Oversee delivery and optimization of Microsoft 365 services (Exchange Online, Teams, SharePoint, Intune).

- Design, implement, and monitor adherence to SLAs and KPIs; analyze service data and produce management reports on service quality, performance trends, and compliance metrics.

- Develop, execute, and track Service Improvement Plans (SIPs) that drive measurable enhancements in service delivery, process efficiency, and user experience.

- Champion ITIL-aligned processes for incident, request, change, and knowledge management.

- Engage with stakeholders, vendors, and external providers to resolve escalated issues and maximize support effectiveness.

- Mentor, train, and develop service desk and support staff, fostering a culture of accountability and continuous learning.

- Promote technology adoption, automation, and self-service capabilities to accelerate resolution and reduce operational costs.

- Support IT security and infrastructure management at oversight and escalation level (not hands-on engineering).

Technical Skills /Competencies :

- Strong track record in Service Desk/ITSM management with proven ability on SLA/KPI governance, user engagement, and performance monitoring.

- Deep knowledge of Microsoft 365 services administration in enterprise environments.

- Experience developing and implementing SIPs, with measurable business impact.

- Familiarity with ITIL processes and service delivery frameworks (ITIL Foundation/Intermediate required).

Soft Skills :

- Skilled in stakeholder management, vendor engagement, and data-driven decision making.

- Collaborative leadership with strong communication and coaching abilities.