Service Desk Manager – Third-Party Maintenance (TPM) & Managed Services

• Service Desk Manager – Third-Party Maintenance (TPM) & Managed Services
• Position Summary

The Service Desk Manager is responsible for the overall operation and performance of the Service Desk supporting Third-Party Maintenance (TPM) and Managed Services.

The Manager leads the Service Desk team, manages resources, SLA and service quality, handles major escalations and works with customers, Service Delivery, technical teams and vendors.

The role also manages Service Desk activities for Managed Services projects, including multi-country deployments, from planning through operational handover.

• Key Responsibilities
• A. Service Desk Operations
• Manage the overall day-to-day Service Desk operation.
• Lead Service Desk Leads and Representatives across all shifts.
• Manage staffing, workload, shift coverage and resource allocation.
• Ensure agreed processes, procedures and service standards are followed.
• Ensure effective handover and continuity between shifts.
• Ensure the team has the required tools and resources to deliver the service.
• B. People Management
• Lead, coach and develop Service Desk Leads and Representatives.
• Set performance expectations and monitor team performance.
• Identify training and skill gaps and arrange appropriate development.
• Ensure proper onboarding and training of new team members.
• Address performance, attendance and competency issues when required.
• Build a capable and accountable Service Desk team.
• C. SLA, KPI & Service Quality
• Manage overall Service Desk performance against agreed SLA and KPI targets.
• Review ticket volumes, ageing cases, SLA performance and escalations.
• Take corrective action when service performance is below target.
• Monitor recurring issues and drive improvements.
• Ensure accurate and timely service reports for customers, Service Delivery and management.
• D. Customer & Major Escalations
• Act as the management escalation point for major customer issues.
• Liaise with customers and Service Delivery on significant service concerns.
• Coordinate technical teams, vendors and other functions to resolve major issues.
• Ensure customers receive clear updates and agreed actions are followed through.
• Provide recovery actions when there is a major service issue or SLA risk.
• E. Managed Services Projects
• Manage Service Desk activities for Managed Services projects.
• Participate in customer and project meetings to understand requirements, timelines and service expectations.
• Coordinate Service Desk readiness for multi-country deployments, including resources, support coverage, processes and escalation paths.
• Work with Service Delivery, project teams, technical teams, vendors and local teams to coordinate deployment activities.
• Ensure project requirements are translated into clear Service Desk procedures and support processes.
• Track Service Desk actions through implementation and transition to normal operations.
• F. Major Incidents & RCA
• Provide management oversight for major incidents and critical service issues.
• Ensure the right teams are engaged, and communication is maintained during major incidents.
• Review RCA findings prepared by the Service Desk Lead.
• Ensure corrective and preventive actions are agreed and completed.
• Identify recurring issues and drive actions to prevent repeat incidents.
• G. Reporting & Service Reviews
• Oversee preparation of customer, Service Delivery and management reports.
• Review SLA, ticket volumes, ageing, escalations, productivity and service trends.
• Provide clear updates on key risks, issues and improvement areas.
• Participate in customer and service review meetings.
• Ensure reports are accurate and supported by Service Desk records.
• H. Process Improvement
• Review and improve Service Desk processes and procedures.
• Standardise processes across teams and shifts.
• Identify opportunities to improve service quality, efficiency and customer experience.
• Ensure compliance with contractual and internal requirements.
• Work with Service Delivery and other teams on service improvement initiatives.
• Systems & Tools

Experience with ITSM and ticketing platforms such as

• Zendesk
• Salesforce
• ServiceNow
• Jira / Jira Service Management
• ManageEngine
• Zoho Desk
• Other ITSM or CRM platforms
• Good working knowledge of Microsoft Office, project management and collaboration tools is required.
• Skills & Competencies
• Strong Service Desk and IT service management knowledge.
• Good leadership and people management skills.
• Strong customer and stakeholder management skills.
• Good understanding of SLA and KPI management.
• Strong problem-solving and decision-making skills.
• Good communication and presentation skills.
• Good project coordination and organisational skills.
• Able to manage multiple priorities across teams and countries.
• Proactive, accountable and focused on service quality.
• Education & Experience
• Education
• Minimum Degree in Information Technology, Business Administration, Communications or a related discipline.
• ITSM or service management certification is an advantage.
• Experience

5–8 years of experience in Service Desk, IT Support or Service Management, with at least 2–3 years in a Service Desk Manager, Service Desk Lead, Team Lead or similar management role.

• Experience in TPM, hardware support, managed services or IT infrastructure is an advantage.
• Experience managing SLA, KPI, customer escalations and service performance.
• Experience coordinating projects, service transitions or multi-country deployments is an advantage.
• Experience in RCA, service reporting and process improvement is preferred.
• Strong relevant experience may be considered in lieu of higher formal qualifications.
• Working Environment
• Able to work in a fast-paced service environment.
• Willing to support operational requirements outside normal working hours when required.
• Able to support critical incidents and major escalations.
• Able to work with customers and teams across multiple countries and time zones.
• Able to support 24x7 operations where applicable.
• Key Performance Expectations

The successful candidate is expected to demonstrate

• Effective management of the overall Service Desk operation.
• Strong team leadership and people development.
• Consistent SLA, KPI and service quality performance.
• Effective management of major customer escalations.
• Successful coordination of Managed Services projects and multi-country deployments.
• Accurate and timely customer and management reporting.
• Effective management of major incidents and RCA actions.
• Continuous improvement in service quality and efficiency.
• Strong customer and stakeholder confidence.