🚀 Welcome to Your Next Adventure!

The IT Service Desk Manager – Operations & Governance is responsible for end-to-end operational oversight of IT support activities, assets, and service delivery.

This role ensures that all IT tickets, incidents, assets, and support-related workstreams are properly reviewed, assigned, followed up, unblocked, escalated, and reported, without performing hands-on technical execution or closing tickets.

The role acts as a control and coordination function, providing visibility, structure, and accountability across IT operations.

🛠 What You’ll Get Your Hands On Ticket Review, Assignment & Oversight

• Perform daily review of all incoming IT service desk tickets
• Validate ticket quality, including categorization, priority, impact, and clarity
• Assign tickets to the appropriate assignees or teams
• Continuously monitor ticket progress and aging
• Follow up with assignees to ensure timely movement and resolution
• Ensure clear ownership for every ticket at all times
• Does not close or resolve tickets

Blocker Identification & Resolution

• Identify operational, dependency, approval, access, or vendor-related blockers
• Coordinate with internal teams and stakeholders to remove blockers
• Track unresolved blockers and ensure accountability
• Proactively escalate risks before service impact occurs

Escalation & Incident Management

• Manage ticket and incident escalations in a structured and controlled manner
• Enforce correct prioritization (P1 / P2 / P3) based on business impact
• Challenge and correct incorrect urgency classifications
• Coordinate major incidents without performing technical execution
• Ensure escalations are documented, justified, and communicated clearly

Reporting & Operational Analysis

• Produce regular and ad-hoc operational reports, including:
• Ticket volume and trends
• SLA compliance
• Backlog and aging analysis
• Recurrent issues and patterns
• Team workload distribution
• Escalation trends
• Provide clear insights highlighting risks, bottlenecks, and improvement areas
• Ensure reporting is accurate, consistent, and decision-ready

IT Stock & Asset Oversight

• Maintain visibility and reporting on IT assets and consumables, including:
• IT Assets (Including hardware/software)
• Printer cartridges and consumables
• Loan and spare devices
• Track minimum stock thresholds and usage trends
• Flag shortages, risks, or anomalies proactively
• Coordinate with procurement and relevant teams as required
• Does not perform purchasing or inventory handling

Project & Workstream Status Tracking

• Track the status of IT-related projects and operational initiatives
• Ensure projects have:
• Clear owners
• Updated status
• Visible risks and dependencies
• Follow up on status updates and delays
• Escalate risks and misalignment to leadership early
• Does not execute project tasks

Stakeholder Coordination

• Act as the primary operational interface between IT support and business teams
• Ensure requests follow defined processes
• Reduce ad-hoc follow-ups and unmanaged escalations
• Provide clear, factual, and calm updates during incidents or delays

🧙‍♂️ The Magic You Bring

• 3+ years of experience in IT Support or IT Operations environments
• Strong understanding of IT service management practices (ITIL-based)
• Hands-on experience with Jira Service Management or similar platforms
• Strong analytical, follow-up, and organizational skills
• Excellent communication and stakeholder management abilities
• Operational discipline and attention to detail
• Strong prioritization and decision-making skills
• Ability to manage pressure and escalations calmly
• Data-driven mindset
• Clear and structured communication