Information Technology Service Desk Manager

Job Summary:

We are seeking an IT Service Delivery & ManageEngine Platform Administrator who will act as the Single Point of Contact (SPOC) for corporate IT support operations. The role will be responsible for overseeing service delivery for corporate IT support functions and managing the administration, configuration, and optimization of the ManageEngine ticketing platform.

The ideal candidate will ensure efficient incident management, service request fulfillment, ticket lifecycle governance, and reporting, while also driving process improvements and maintaining high service standards across the organization.

Key Responsibilities:

IT Service Delivery (Corporate Support)

• Act as the primary IT SPOC for all corporate IT service delivery activities.
• Ensure smooth delivery of IT support services including incident management, service requests, and escalation handling.
• Monitor and manage service-level agreements (SLAs) and ensure timely resolution of tickets.
• Coordinate with internal IT teams, vendors, and business stakeholders to resolve issues efficiently.
• Track and analyze service performance metrics and recommend improvements.
• Ensure adherence to IT service management (ITSM) processes and best practices.
• Facilitate communication between end users and IT teams to ensure transparency and timely updates.

ManageEngine Ticketing Platform Administration:

• Administer and maintain the ManageEngine ServiceDesk / ticketing platform.
• Configure workflows, categories, templates, automation rules, and escalation matrices.
• Manage user roles, access permissions, and system configurations.
• Ensure ticketing processes align with organizational ITSM policies and operational workflows.
• Maintain system health, upgrades, and platform enhancements.
• Generate reports and dashboards for incident trends, SLA compliance, and service performance.
• Support integrations with other IT tools or platforms when required.

Process Governance & Continuous Improvement

• Identify opportunities to optimize IT support processes and ticket management workflows.
• Ensure standard operating procedures (SOPs) and knowledge base articles are maintained.
• Drive adoption of automation and self-service capabilities within the ManageEngine platform.
• Conduct periodic reviews of service delivery metrics and user satisfaction.

Required Qualifications:

• Bachelors degree in Information Technology, Computer Science, or related discipline.
• 36 years of experience in IT service delivery, service desk management, or IT support operations.
• Hands-on experience with ManageEngine ServiceDesk or similar ITSM tools.
• Strong understanding of IT service management (ITSM) frameworks such as ITIL.
• Experience managing incident, problem, and service request workflows.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• ITIL Foundation certification or equivalent.
• Experience with ticketing platform automation and workflow configuration.
• Familiarity with IT support operations in corporate or enterprise environments.
• Experience working with IT reporting and service analytics dashboards.