Lead - Managed Service Desk

About the role

The Service Desk & IT Support Delivery Unit (SDU) Leader is responsible for end‑to‑end delivery, operational performance, and commercial health of a Managed Service Desk within an IT Managed Services business. The role oversees IT Support, 24x7 Service Desk, and L1 Application Functional Support for enterprise and government clients under SLA/XLA contracts.

Key responsibilities

• Own delivery of Service Desk, IT Support, and L1 Application Functional Support across all managed contracts.
• Ensure 24x7 service availability, shift coverage, and resource readiness.
• Act as single point of accountability for service performance, escalations, and contractual obligations.
• Drive adoption of ITIL v4 practices across Incident, Request, Problem, Change, Knowledge, and Service Level Management.
• Serve as primary escalation point for major incidents and complex service issues.
• Govern ITIL v4 Service Value Chain activities and maintain auditable processes.
• Lead internal and external audits (ISO 9001, ISO/IEC 20000, customer governance) and close findings.
• Manage 24x7 Service Desk operations, ticket lifecycle, and end‑user communications across multiple client accounts.

Required profile

• Minimum 3 years in a manager‑level role leading Service Desk and IT Support operations.
• Background with a managed services provider delivering SLA‑driven contracts (non‑negotiable).
• Valid ITIL v4 Foundation certification; ITIL Managing Professional or Specialist modules preferred.
• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• Experience leading multi‑tier (L1/L2) teams of 100+ resources across multiple customer accounts.

Required skills

• ITIL v4
• ITSM tools