Onsite - Service Desk Manager

Onsite - Service Desk Manager

Job Summary

Dhaka Technologies Limited is seeking an experienced Service Desk Manager to lead a customer-focused Technical Service Desk supporting a large enterprise IT managed services environment. The Service Desk Manager will oversee the full lifecycle of IT incidents, service requests, and problems, ensuring timely resolution, SLA compliance, strong customer communication, and continuous service improvement.

The ideal candidate will have practical experience with the ITIL 4 Framework, strong service operations knowledge, and the ability to manage onsite and remote support teams in a high-visibility, mission-driven environment.

Key Responsibilities

• Serve as the primary lead for Technical Service Desk operations.
  
• Manage the end-to-end lifecycle of incidents, service requests, and problem records.
  
• Ensure all user requests are documented, classified, prioritized, assigned, tracked, and resolved through the ITSM/ticketing system.
  
• Monitor ticket queues and ensure SLA response and resolution targets are met.
  
• Lead daily service desk operations, including ticket reviews, escalations, customer communications, and issue prioritization.
  
• Coordinate with onsite technicians, Tier 2/Tier 3 engineers, vendors, and client technical monitors.
  
• Oversee problem management activities, including root cause analysis, recurring issue identification, known error documentation, and knowledge base improvements.
  
• Maintain and improve the knowledge base, service catalog, and self-service portal.
  
• Ensure security-related incidents are escalated to the appropriate security team or CISO.
  
• Conduct quality assurance reviews and customer satisfaction follow-ups on closed tickets.
  
• Prepare daily, weekly, and monthly operational reports, including ticket trends, service metrics, staffing updates, and recommendations.
  
• Support user account management processes, including onboarding, password resets, access requests, and account inactivity reviews.
  
• Promote a high-quality, customer-oriented support culture.
  

Required Qualifications

• Experience managing an enterprise IT service desk or managed services support team.
  
• Practical experience with ITIL 4 Framework, especially Service Operation and Incident/Problem Management.
  
• ITIL 4 Foundation certification required.
  
• Experience using ITSM platforms such as ServiceNow, BMC Helix, Jira Service Management, Freshservice, or equivalent.
  
• Strong understanding of SLA/KPI management and service reporting.
  
• Experience managing Tier 1/Tier 2 technical support staff.
  
• Strong communication, documentation, escalation, and stakeholder management skills.
  
• Ability to work in an onsite support environment and coordinate with remote teams.
  
• Experience supporting enterprise users across Windows, macOS, mobile devices, printers, network connectivity, and business applications.
  

Preferred Qualifications

• Experience supporting federal, nonprofit, museum, education, or mission-driven organizations.
  
• Familiarity with Active Directory account management.
  
• Experience developing knowledge base articles and service catalog workflows.
  
• Experience supporting environments with onsite, remote, and regional users.
  
• Strong background in customer service quality assurance and service improvement.